User Experience & Support Programs Lead

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

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.