Operational Excellence Strategist, Customer Support
TikTok USDS Joint Venture
3 hours ago
Full-time
On-site
San Jose, California, United States
$88,000 - $151,112 USD yearly
Strategist
Responsibilities
Team Overview
The USDS JV Trust & Safety Customer Support team is dedicated to providing best-in-class support, maintaining platform safety, and driving operational excellence.
Our Operational Excellence team serves as the centralized support and intelligence hub for the entire organization. We provide the process architecture that drives peak operational performance across all frontline pillars—ensuring operational excellence, scalable workflows, consistency, and end-to-end efficiency across the US market.
Position Summary
We are seeking a detail-oriented, analytical, and execution-driven Customer Support Workflow & SOP Specialist to join our centralized Standards team. In this role, you will be responsible for end-to-end process mapping, standardizing support workflows, and localizing global policies for frontline operations.
You will play a hands-on role in converting complex business rules into crisp, actionable SOPs. As a critical bridge between global guidelines and execution, you will partner closely with frontline teams, Product, Policy, and BPO partners to streamline operations, eliminate friction, and elevate the overall user support experience.
Key Responsibilities
SOP Architecture & Execution
- Global Guidelines: Collaborate with global teams to adapt global safety and support guidelines into compliant, actionable, and hyper-localized workflows tailored for the US market.
- End-to-End SOP Lifecycle Management: Draft, update, review, and maintain SOPs, macros, and decision trees for frontline Customer Support agents across multiple lines of business.
- Rollout & Readiness: Coordinate end-to-end process launches and updates; ensure frontline operations, BPO vendor teams, QA, and Training are fully aligned and equipped before new workflows go live.
Process Standardization & Governance
- Workflow Optimization & Mapping: Map out complex cross-functional customer journeys and operational workflows to identify bottlenecks, redundant steps, and operational gaps.
- Cross-Functional Alignment: Work closely with Product, Policy, Tooling/Engineering, and Safety Ops teams to simplify workflow handoffs, reduce manual steps, and advocate for tooling enhancements.
- Governance & Version Control: Maintain a centralized, source-of-truth knowledge repository for SOPs, ensuring version control, accessibility, and consistency across all support channels.
Operational Intelligence & Continuous Improvement
- Root-Cause & Gap Analysis: Leverage operational data, agent feedback, and QA findings to identify process breakdown root causes and drive continuous improvement initiatives.
- Impact Tracking: Monitor and evaluate the effectiveness of newly implemented workflows using key metrics (e.g., AHT, FCR, SOP adherence, First Contact Resolution).
Qualifications
Minimum Qualifications:
- Experience: 3+ years of experience in Customer Support Operations, Workflow Design, Process Engineering, or Operational Excellence roles.
- Hands-on Process Design: Proven ability to translate complex business requirements, safety policies, or product features into clear, structured, and easy-to-follow SOPs/workflows.
- Stakeholder Management: Strong communication and collaboration skills; experience working across multi-functional teams (e.g., Ops, Product, Policy, Vendor Operations).
- Analytical Mindset: Comfortable working with operational metrics and data to identify process inefficiencies and measure optimization impact.
- Adaptability: High flexibility and resilience to operate effectively in a fast-paced, matrixed, and rapidly evolving environment.
Preferred Qualifications:
- Prior experience in Trust & Safety, Content Moderation, Risk Management, or high-volume Tech Customer Support operations.
- Hands-on experience with process mapping and flow-chart tools (e.g., Visio, Lucidchart, Miro).
- Experience working with BPO vendor operations and localizing global operational processes.
Trust & Safety
Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
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 - $151112 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.
Team Overview
The USDS JV Trust & Safety Customer Support team is dedicated to providing best-in-class support, maintaining platform safety, and driving operational excellence.
Our Operational Excellence team serves as the centralized support and intelligence hub for the entire organization. We provide the process architecture that drives peak operational performance across all frontline pillars—ensuring operational excellence, scalable workflows, consistency, and end-to-end efficiency across the US market.
Position Summary
We are seeking a detail-oriented, analytical, and execution-driven Customer Support Workflow & SOP Specialist to join our centralized Standards team. In this role, you will be responsible for end-to-end process mapping, standardizing support workflows, and localizing global policies for frontline operations.
You will play a hands-on role in converting complex business rules into crisp, actionable SOPs. As a critical bridge between global guidelines and execution, you will partner closely with frontline teams, Product, Policy, and BPO partners to streamline operations, eliminate friction, and elevate the overall user support experience.
Key Responsibilities
SOP Architecture & Execution
- Global Guidelines: Collaborate with global teams to adapt global safety and support guidelines into compliant, actionable, and hyper-localized workflows tailored for the US market.
- End-to-End SOP Lifecycle Management: Draft, update, review, and maintain SOPs, macros, and decision trees for frontline Customer Support agents across multiple lines of business.
- Rollout & Readiness: Coordinate end-to-end process launches and updates; ensure frontline operations, BPO vendor teams, QA, and Training are fully aligned and equipped before new workflows go live.
Process Standardization & Governance
- Workflow Optimization & Mapping: Map out complex cross-functional customer journeys and operational workflows to identify bottlenecks, redundant steps, and operational gaps.
- Cross-Functional Alignment: Work closely with Product, Policy, Tooling/Engineering, and Safety Ops teams to simplify workflow handoffs, reduce manual steps, and advocate for tooling enhancements.
- Governance & Version Control: Maintain a centralized, source-of-truth knowledge repository for SOPs, ensuring version control, accessibility, and consistency across all support channels.
Operational Intelligence & Continuous Improvement
- Root-Cause & Gap Analysis: Leverage operational data, agent feedback, and QA findings to identify process breakdown root causes and drive continuous improvement initiatives.
- Impact Tracking: Monitor and evaluate the effectiveness of newly implemented workflows using key metrics (e.g., AHT, FCR, SOP adherence, First Contact Resolution).
Qualifications
Minimum Qualifications:
- Experience: 3+ years of experience in Customer Support Operations, Workflow Design, Process Engineering, or Operational Excellence roles.
- Hands-on Process Design: Proven ability to translate complex business requirements, safety policies, or product features into clear, structured, and easy-to-follow SOPs/workflows.
- Stakeholder Management: Strong communication and collaboration skills; experience working across multi-functional teams (e.g., Ops, Product, Policy, Vendor Operations).
- Analytical Mindset: Comfortable working with operational metrics and data to identify process inefficiencies and measure optimization impact.
- Adaptability: High flexibility and resilience to operate effectively in a fast-paced, matrixed, and rapidly evolving environment.
Preferred Qualifications:
- Prior experience in Trust & Safety, Content Moderation, Risk Management, or high-volume Tech Customer Support operations.
- Hands-on experience with process mapping and flow-chart tools (e.g., Visio, Lucidchart, Miro).
- Experience working with BPO vendor operations and localizing global operational processes.
Trust & Safety
Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
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 - $151112 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.