AI/NLP Operations Specialist for Smart Support

TikTok USDS Joint Venture; San Jose (CA); On-site; USD 110,000 - 165,000; Full time

Job summary

TikTok USDS Joint Venture LLC is seeking an AI/NLP Operations Specialist to optimize our AI-driven customer service platform. You will improve model accuracy for feedback recognition and routing, partnering with algorithm teams to drive data-driven improvements across the support workflow.

The role requires a strong business sense, hands-on experience with NLP models, and the ability to translate technical concepts for non-technical stakeholders.

Qualifications

• Bachelor's degree with 2+ years of relevant experience in operations (AI/NLP operations, product operations, or data analysis) or equivalent practical experience (e.g., 4+ years of relevant experience without a degree).
• Strong understanding of NLP models (e.g., BERT, GPT) and their practical business applications.
• Quick to learn and adapt, with the ability to master complex business processes and AI logic.

Responsibilities

• Model optimization and strategy in collaboration with algorithm teams to refine NLP models and routing.
• Design and maintain a business label structure to enhance training and classification quality.
• Data labeling processes with customer service teams and regular quality reviews of model outputs.
• Cross-team communication translating AI concepts for non-technical stakeholders.

Skills

NLP knowledge

Analytical thinking

Stakeholder communication

Learning agility

Education

Bachelor's degree

4+ years experience without degree

Tools

NLP platforms

Job description

TikTok USDS Joint Venture LLC is seeking an AI/NLP Operations Specialist to optimize our AI-driven customer service platform. You will improve model accuracy for feedback recognition and routing, partnering with algorithm teams to drive data-driven improvements across the support workflow.

The role requires a strong business sense, hands-on experience with NLP models, and the ability to translate technical concepts for non-technical stakeholders.