Platform Intelligent Operation Manager - USDS job opportunity at Tiktok.

Home Jobs In United States Of America Tag: Global Operations(Manager) Platform Intelligent Operation Manager - USDS position at Tiktok


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Tiktok Platform Intelligent Operation Manager - USDS
Experience: 2-years
Pattern: full-time
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Global Operations(Manager)

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loacation SAN JOSE, CA, United States Of America
loacation SAN JOSE, CA....United States Of America

Responsibilities About the team: Our #Customer Service Platform team builds and supports an all-in-one customer #service platform for TikTok and international business teams, delivering both traditional and intelligent support solutions. Through our intelligent customer service initiatives, we are developing a chatbot that lowers the barrier for users to access help, enabling faster self-service issue resolution while significantly reducing human workload. Our Intelligent #Operations team focuses on: 1. Establishing an intelligent customer service evaluation framework centered on Resolution Rate as the core metric, using multi-dimensional analysis to quantitatively assess real user experiences. 2. Harnessing multi-dimensional analytics and AI-driven insights to achieve end-to-end request precision and continuously optimize the customer journey through a closed-loop system. In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time. Responsibilities: 1. AI Training Data Pipeline Management #Design annotation guidelines and quality assurance protocols tailored to US-specific conversational data Manage the end-to-end data processing pipeline #Collaborate with Trust & Safety (TnS) teams to drive 90%+ annotation consistency across multiple labelers 2. Chatbot Performance Monitoring and Optimization Monitor real-time key metrics such as chatbot-to-human handoff rates, customer satisfaction scores (CSAT), and more Identify and diagnose performance issues using analytics platforms and tools 3. Localized Knowledge System Enhancement Adapt and refine knowledge base content to align with US cultural norms and user expectations

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