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Tik Tok

Product Operations Manager, Customer Service Platform

• USDS

1 week ago• San Jose, CA
Viewed on February 1, 2026
Apply on company site

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

View Company Profile:

Responsibilities:

About the Team:

The Platform Operations Specialist role is part of a team that provides support to a Customer Support platform that that is used by Tik Tok's various businesses. Our team is at the heart of Tik Tok's user support experience, dedicated to delivering industry-leading service. Our mission is to ensure that every user receives efficient and accurate solutions whenever they encounter issues. To achieve this, we focus on three key objectives:

Our work is driven by three core priorities:

• Easy Access to Support
• Streamlining users help channels to make it faster and more intuitive for users to find the support they need, minimizing wait times and enhancing satisfaction.
• Precise Ticket Routing
• Leveraging intelligent categorization and routing systems to ensure user inquiries reach the right support teams, improving resolution efficiency.
• Empowering Internal Teams
• Building robust platforms and tools to equip our support teams with smart, efficient resources, enabling them to deliver professional and user-centric service.

We are looking for a Platform Operations Specialist to focus on supporting the customer service team in effectively utilizing internal platforms, enhancing service efficiency, and driving business performance. You will serve as a bridge between business teams and product/technical teams, deeply understanding the pain points of the customer service team, identifying needs, and driving optimization initiatives. Additionally, you will analyze data to uncover issues, propose solutions, and ultimately help the team achieve business goals.

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• By signing up, you agree to our Responsibilities
• Gain deep understanding of customer service team's workflows and pain points to identify platform optimization opportunities
• Prioritize requirements and collaborate with product/technical teams to drive implementation, ensuring platform functionality aligns with business needs
• Enhance the customer service team's user experience and operational efficiency
• Track and drive the implementation of optimization initiatives to ensure delivered features meet expected outcomes
• Monitor platform usage data and analyze key customer service metrics (e.g., response time, resolution rate)
• Identify potential issues through data analysis, diagnose root causes and propose actionable optimization recommendations to boost operational efficiency
• Serve as liaison between business and product/technical teams to ensure clear requirement transmission and efficient execution
• Coordinate multi-team resources to deliver cross-team projects on schedule and achieve business objectives

Qualifications:

• Minimum Qualifications
• Bachelor's degree with relevant experience in operations roles (platform/product/customer service)
• Fast learner who can quickly master complex business processes and system capabilities
• Excellent problem-solving skills with ability to independently analyze issues and drive solutions to completion

As a condition of employment, all successful candidates must be able to establish authorization to work in the United States. For this position, the Company does not provide sponsorship or any immigration-related benefits.

Job Information:

For Pay Transparency Compensation Description (annually)

The base salary range for this position in the selected city is $88000 - $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, CAJob ID: Tik Tok-7595748252982249733Employment Type: OTHERPosted: 2026-01-17T20:02:45Apply on company site

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.
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Next Up Tik Tok Client Provided Video 101:20

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• 02:18Working at Tik Tok- Get Ready With Ali01:20Tik Tok Client Provided Video 100:33Client Provided Video 2 - Tik Tok02:07Working at Tik Tok
• Limitless Possibilities01:41Working at Tik Tok
• Women's Community01:31Working at Tik Tok
• Women's Empowerment01:45Working At Tik Tok
• BLXCK01:27Working at Tik Tok
• Diversity, Equity and Inclusion with BLXCK
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