User Experience and Support Program Manager - USDS

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

Job summary

TikTok USDS Joint Venture LLC is seeking a results-oriented leader to scale and optimize customer support and risk-control programs across the TikTok LIVE ecosystem. You will architect processes, govern KPIs, and deliver dashboards to guide executive decisions.

You will drive continuous improvement, reduce escalations, and partner with Product, Legal, and Business teams to protect users while enabling growth.

Qualifications

• BA/BS degree required.
• At least 5 years of experience in program management, customer support operations, or customer experience management in tech, fintech, ecommerce or digital payments.
• Strong analytical skills and ability to translate data into strategy; proficient in Excel/Tableau and CRM systems.

Responsibilities

• Architect end-to-end customer support processes and internal tooling to maximize efficiency and quality.
• Design and govern localized customer service strategies and KPI frameworks with global alignment.
• Synthesize data into executive reports and dashboards; provide data-driven recommendations to leadership.
• Drive continuous improvement to reduce escalations and friction via policy optimization and automation.
• Lead high-priority cross-functional projects and establish playbooks for high-stakes issues.

Skills

Program management

Customer support operations

Data analysis

Communication

Cross-functional collaboration

Education

BA/BS degree

Tools

Excel

Tableau

CRM systems

Job description

Responsibilities

About the Team

The Platform Trust & Experience (PTE) team, operating under TikTok LIVE, is the dedicated central hub for all USDS Risk Control and Service efforts. Our overarching vision is to best serve our users by providing a safe and fulfilling user experience that allows them to thrive on LIVE. Our core mission is to be the cornerstone that builds trust, enhances experience, assures safety, and improves efficiency for everyone, users, creators, and agencies alike. We operate as a pivotal global communication hub, strategically focused across three critical areas: Risk, Host Creator, and Paid User, making sure every facet of the LIVE experience is protected.

To fulfill this mission and uphold LIVE's value, the PTE team proactively collaborates with cross-functional teams to ensure strategic organizational alignment and efficiency, improve compliance efficiency, and mitigate various compliance risks that could impact the platform's stability.

Furthermore, we are dedicated to building a positive brand and elevating the user journey, providing pleasant service, and setting up critical policies that safeguard the entire community. Joining the PTE team means taking on a high-impact role essential for the continued success and growth of the TikTok LIVE community.

Responsibilities

• Architecting, scaling, and optimizing end-to-end customer support processes, SOP frameworks, and internal tooling infrastructure to maximize efficiency and quality.
• Lead the design, implementation, and governance of localized customer service strategies and performance metric (KPI) frameworks. Ensure cross-functional and global alignment to maintain brand consistency while catering to regional nuances.
• Synthesize data into high-impact executive reports, dashboards, and Business Reviews. Deliver data-driven recommendations to senior leadership regarding operational health, resource forecasting, and strategic growth opportunities.
• Spearhead continuous improvement initiatives designed to reduce structural escalation rates, eliminate repetitive user pain points, and minimize customer friction upstream through policy optimization and automation.
• Direct high-priority, cross-functional ad-hoc projects and strategic initiatives from conception through to execution. Act as the final escalation point for high-stakes internal and external issues, establishing rigorous playbooks to elevate overall team performance.

Qualifications

Minimum Qualifications

• BA/BS degree required
• At least 5 years of experience in program management, customer support operations, or customer experience management within the technology, financial services, e-commerce, or digital payments industry with a track record of driving large-scale operational initiatives.
• Exceptional quantitative and qualitative analytical skills. Ability to translate datasets into actionable strategic roadmaps. Proficiency with data analysis and visualization tools (e.g., Excel, Tableau) and Ticketing/CRM systems is required.
• A self-starter mindset with the ability to work independently and manage the "Continuous Improvement" cycle without constant supervision.
• Outstanding written and verbal communication skills, with a demonstrated ability to influence cross-functional stakeholders (Product, Business, Legal) and manage B2B/B2C relationships.
• Proven experience designing dispute-resolution workflows and leading teams through operational emergencies, escalations, and high-conflict scenarios.

Preferred Qualifications

• Certifications with Continuous Improvement methodologies (e.g., Lean, Six Sigma, or similar process optimization frameworks).
• Proven experience designing and implementing premium/VIP support frameworks.
• Experience leading change management programs across multiple global regions or distinct business lines.
• Deep understanding of the digital payments ecosystem, live-streaming, or user-generated content (UGC) platforms.

About USDS

TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.

On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

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, please reach out to us at https://tinyurl.com/USDS-RA

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.