Global UX & Support Experience Lead

TikTok USDS Joint Venture; San Jose (CA); On-site; USD 88,000 - 203,000; Full time

Benefits offered by this job

Medical insurance

401(k) match

Parental leave

Disability insurance

Paid holidays

Job summary

TikTok USDS Joint Venture LLC is seeking a Senior Program Manager to lead Platform Trust & Experience initiatives focused on risk control and service quality for USDS Risk & Compliance in the LIVE ecosystem.

You will architect scalable customer support processes, define KPI frameworks, and translate data into executive dashboards for strategic decisions. The role demands 5+ years in program management, strong analytics, and global cross-functional collaboration.

Qualifications

• BA/BS degree required.
• 5+ years in program management, customer support operations, or CX management in tech/fin/e-comm/digital payments.
• Strong analytical and data-driven decision skills; proficient with data tools (Excel, Tableau).
• Ability to work independently and drive Continuous Improvement.
• Excellent written and verbal communication, ability to influence stakeholders across functions.

Responsibilities

• Architect and optimize end-to-end customer support processes, SOPs, and internal tooling.
• Lead design and governance of localized customer service strategies and KPI frameworks; ensure global alignment.
• Synthesize data into executive reports, dashboards, and business reviews with leadership.
• Lead continuous improvement to reduce escalations and customer friction via policy and automation.
• Direct high-priority, cross-functional projects and act as final escalation point for major issues.

Skills

Analytical skills

Data analysis

Excel

Tableau

Communication

Cross-functional collaboration

Education

BA/BS degree

Tools

CRM systems

Job description

TikTok USDS Joint Venture LLC is seeking a Senior Program Manager to lead Platform Trust & Experience initiatives focused on risk control and service quality for USDS Risk & Compliance in the LIVE ecosystem.

You will architect scalable customer support processes, define KPI frameworks, and translate data into executive dashboards for strategic decisions. The role demands 5+ years in program management, strong analytics, and global cross-functional collaboration.