Responsibilities
Team Introduction:
TikTok is seeking a Product Operations Manager to join our Customer Service Platform team. In this role, you will act as a bridge between business and product/technical teams, developing a deep understanding of customer service team pain points, identifying key needs, and driving optimization initiatives. You will also leverage data analysis to uncover issues, recommend solutions, and support the team in achieving its business objectives.
Responsibilities:
- Model optimization: work closely with algorithm teams to refine NLP models, improving accuracy in intent recognition and routing.
- Data labeling: collaborate with customer service teams to design and implement high-quality data labeling for model training.
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- Data analysis: build a data monitoring system to track model performance, analyze anomalies, and identify root causes. Use data insights to propose actionable optimizations for both models and workflows.
- Cross-team collaboration: serve as liaison between business and algorithm team, aligning technical solutions with operational needs. communicate complex AI concepts clearly to non-technical stakeholders.
Qualifications
Minimum Qualifications:
- Bachelor's degree with 1+ years' relevant experience in product operations/analytics roles.
- Understanding of NLP models (e.g., BERT, GPT) and their business applications.
- Fast learner who can quickly master complex business processes and AI logic.
- Excellent problem-solving skills with ability to independently analyze issues and drive solutions to completion.
Preferred Qualifications:
- Experience in customer service-related products is a plus.
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Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $100000 - $180000 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.