Senior Platform Operation Specialist

• Trust and Safety

3+ months ago• San Jose, CA

About Us

Tik Tok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.
Size: 5001-10000 employees

Industry: Entertainment & Gaming, Social Media, Technology

Responsibilities:

About the team: Our Data-TnS-PUO Team is responsible for providing instant troubleshooting and consulting services to internal Platform users. This team is mainly responsible for the following: receiving and resolving user issues, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and providing top-quality user experience.
This Senior Platform Operation Specialist is mainly responsible for leading the platform operation specialist team to analyze and maximize user feedback tickets insights, provide and implement best solutions to enhance ticket handling effectiveness, and bring optimizations to product and business teams via close collaborations with oncall teams, product teams, engineer teams and other business partners teams.

Responsibilities:

• Lead platform specialists to collaborate closely with internal and external stakeholders to improve the overall platform service efficiency and quality, deep diving into business requirements and operation pain points to locate opportunities for user experience enhancement, making action plans and formulating a close loop

Want more jobs like this?

Get

Data and Analytics jobs in

San Jose, CA delivered to your inbox every week.

Email Address

Send me The Muse newsletters for the best in career advice and job search tips.

Get jobs!
By signing up, you agree to our & .

• Work with cross-functional teams to drive ticket handling efficiency improvements via ticket review, data analysis, product enhancement, workflow standardization, knowledge documentation and training
• Continuously monitor platform operation metrics, not limit to tickets handling quality and efficiency metrics. initiate and implement improvement changes & processes to constantly drive operation excellence via leveraging service data insights
• Refine and iterate the platform operation specialist team's inputs and outputs measurement system to keep alignment with the direction and goals of our partner teams and overall global operation team
• Coordinate internal and external resources based on operational activities' requirement, priority & complexity
• Develop the platform operation specialist team and support the members' career growth

Qualifications:

Qualifications:

• Minimum Qualifications
• Experience in escalations process management to technical issues
• Detail-orientated, excellent problem-solving and critical thinking skills
• Rich experience in building knowledge bases for users and internal teams
• Great project management, stakeholders management and time management skills
• Strong sense of ownership and accountability

Preferred Qualifications:

• Bachelor's degree or above, with at least 5+ years of relevant work experience in user operations/ product technical support/ product operations/ project management
• Minimum 3+ years of data analysis experience, strong data processing skills and data sensitivity
• People management with coaching and mentoring experience will be a plus

**Job InformationFor Pay Transparency Compensation Description (annually)**The base salary range for this position in the selected city is $110223 - $202667 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.

Client-provided location(s): San Jose, CA

Job ID: Tik Tok-7498407872599984391

Employment Type: OTHER

Posted: 2025-04-30T00:33:52
Search all jobs

Perks and Benefits

Health and Wellness

• Health Insurance
• Dental Insurance
• Vision Insurance
• HSA
• Life Insurance
• Fitness Subsidies
• Short-Term Disability
• Long-Term Disability
• On-Site Gym
• Mental Health Benefits
• Virtual Fitness Classes

Parental Benefits

• Fertility Benefits
• Adoption Assistance Program
• Family Support Resources

Work Flexibility

• Flexible Work Hours
• Hybrid Work Opportunities

Office Life and Perks

• Casual Dress
• Snacks
• Pet-friendly Office
• Happy Hours
• Some Meals Provided
• Company Outings
• On-Site Cafeteria
• Holiday Events

Vacation and Time Off

• Paid Vacation
• Paid Holidays
• Personal/Sick Days
• Leave of Absence

Financial and Retirement

• 401(K) With Company Matching
• Performance Bonus
• Company Equity

Professional Development

• Promote From Within
• Access to Online Courses
• Leadership Training Program
• Associate or Rotational Training Program
• Mentor Program

Diversity and Inclusion

• Diversity, Equity, and Inclusion Program
• Employee Resource Groups (ERG)

Company Videos

Hear directly from employees about what it is like to work at Tik Tok.

Search all jobs

Similar Jobs

Suggested Searches

Data and Analytics jobssenior jobsTikTok jobsAll jobs

Search Additional Jobs

Senior Platform Operation Specialist Jobs in San Jose, CAJobs in San Jose, CAData and Analytics JobsData and Analytics Jobs in San Jose, CA

of Use](https://www.themuse.com/user/Popular Jobs

• Salaries

Get Involved

• For Employers
• The Muse Book: The New Rules of Work
• For Career Coaches
• Tell A Friend

Join The Conversation:

• Facebook
  
• LinkedIn
  
• Twitter
  
• Pinterest
  
• Instagram