AI-Driven Customer Service Ops Specialist

TikTok; San Jose (CA); On-site; USD 108,000 - 209,000; Full time

Job summary

TikTok is seeking a Product Operations Specialist to design SOPs and AI skills, drive API/tool enablement, and coordinate co-builds with business lines. You will validate changes against quality metrics and help ensure AI resolves user issues end-to-end with human oversight where needed.

You will work on cross-functional initiatives, align stakeholders, and promote scalable, quality solutions in a fast‑growing tech environment.

Qualifications

• Bachelor's degree or above; 3+ years in product operations, service operations, or strategy roles.
• Structured problem-solver: decompose vague user problems into executable SOPs.
• Solid data mindset: uses metrics to locate problems and validate solutions.
• Strong cross-functional drive: align stakeholders and push external teams to deliver without authority.
• Working knowledge of LLM/agent concepts (prompting, skills, tool calling).

Responsibilities

• SOP/Skill Design & Optimization: Analyze unresolved sessions and identify SOP gaps; author and iterate SOPs that enable AI to resolve user issues end-to-end; maintain quality standards.
• Tool & API Enablement: Identify scenarios where AI lacks executable tools; define and integrate APIs; design tiered authorization for high-risk operations.
• Cross-team Co-build: Establish standardized SOP/tool co-build mechanisms with business lines; synchronize with policy changes.
• Quality Validation & Iteration: Measure SOP/tool launches against service quality metrics; run discover-fix-validate loop with AI-first approach.

Skills

SOP design

AI skills

Cross-functional

Data mindset

LLM concepts

Education

Bachelor's degree

Tools

LLM prompts

Tool calling

APIs integration

Job description

TikTok is seeking a Product Operations Specialist to design SOPs and AI skills, drive API/tool enablement, and coordinate co-builds with business lines. You will validate changes against quality metrics and help ensure AI resolves user issues end-to-end with human oversight where needed.

You will work on cross-functional initiatives, align stakeholders, and promote scalable, quality solutions in a fast‑growing tech environment.