Workflow Strategist, Customer Support - USDS

Responsibilities
The TikTok USDS JV's Customer Support team is dedicated to delivering industry-leading support for our users and creators while safeguarding the U.S. user experience. We help inspire creativity and bring joy by operationalizing safety policies with rigor, proactively protecting our community through technology, and ensuring our support ecosystem remains trusted, compliant, and aligned with evolving U.S. regulatory expectations.

Track 1: Workflow Specialist (Core Operations & Logistics)

The "Engine Room" Lead. You focus on the structural integrity of our global support queues.

Design Global Delivery Models—deciding where work lives (In-house vs. BPO) based on cost, complexity, and security.

Act as the SME for ticketing system architecture, routing logic, and queue infrastructure.

Manage large-scale resource allocation and capacity alignment for 100k+ monthly interactions.

Track 2: AI Workflow Specialist (Automation & Innovation)

The "Future of Support" Architect. You sit at the intersection of AI innovation and manual operations.

Identify "automation-ready" workflows and design the frameworks to train AI models for the support lifecycle.

Lead Root Cause Analysis (RCA) on AI performance issues, resolving upstream logic flaws and labeling errors.

Model the financial ROI of AI expansion and redirect human talent toward high-value "Human-in-the-Loop" tasks.

Track 3: Operational Excellence Architect (Transformation & Strategy)

The "Quality & Resilience" Owner. You are the bridge between user sentiment and product evolution.

Own the "Feedback-to-Fix" engine, turning frontline pain points into product features, policy shifts, or process overhauls.

Act as the single point of contact for Platform feature intake, translating business needs into technical PRDs.

Drive top-line metrics like CSAT and Social Sentiment by building playbooks for incident response and operational resilience.

Responsibilities (All Roles)

Partner with Product, Engineering, Algo, and Legal to ensure USDS compliance and operational readiness.

Use SQL and data visualization to identify trends, forecast "queue blowouts," and report impact to executives.

Lead organizational shifts when policies change, ensuring thousands of agents are aligned and documented.

Qualifications
Minimum Qualifications:

Minimum 5 years in Operations Strategy, Program Management, or Business Process Engineering within a high-growth firm.

Proficiency in SQL and data modeling; ability to translate complex data into actionable operational plans.

Proven ability to manage high-volume environments and conduct deep-dive Root Cause Analysis (RCA).

Exceptional stakeholder management skills with the ability to bridge the gap between technical and non-technical teams.

Preferred Qualifications:

Experience in Trust & Safety, Content Moderation, or U.S. Regulatory Compliance (USDS).

Knowledge of PMP, Lean Six Sigma, or COPC certifications.

Familiarity with LLMs, machine learning, or "Human-in-the-Loop" (HITL) system design.

Trust & Safety
Content that this role interacts with includes images, video, and text related to everyday life, but it can also include (but is not limited to) bullying, hate speech, child safety, depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis. TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job, which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.

USDS Reasonable Accommodation
USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, reach out to us at https://tinyurl.com/USDS-RA.

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