Workflow Strategist, Customer Support - USDS

Responsibilities

The TikTok USDS JV's Customer Support team is dedicated to delivering industry-leading support for our users and creators while safeguarding the U.S. user experience. We help inspire creativity and bring joy by operationalizing safety policies with rigor, proactively protecting our community through technology, and ensuring our support ecosystem remains trusted, compliant, and aligned with evolving U.S. regulatory expectations.

We are looking to fill 3 Workflow Specialist roles within the following domain areas:

Track 1: Workflow Specialist (Core Operations & Logistics)

• The "Engine Room" Lead. You focus on the structural integrity of our global support queues.
• Focus: Design Global Delivery Models—deciding where work lives (In-house vs. BPO) based on cost, complexity, and security.
• Technical: Act as the SME for ticketing system architecture, routing logic, and queue infrastructure.
• Execution: Manage large-scale resource allocation and capacity alignment for 100k+ monthly interactions.
  
  

Track 2: AI Workflow Specialist (Automation & Innovation)

• The "Future of Support" Architect. You sit at the intersection of AI innovation and manual operations.
• Focus: Identify "automation-ready" workflows and design the frameworks to train AI models for the support lifecycle.
• Technical: Lead Root Cause Analysis (RCA) on AI performance issues, resolving upstream logic flaws and labeling errors.
• Impact: Model the financial ROI of AI expansion and redirect human talent toward high-value "Human-in-the-Loop" tasks.
  
  

Track 3: Operational Excellence Architect (Transformation & Strategy)

• The "Quality & Resilience" Owner. You are the bridge between user sentiment and product evolution.
• Focus: Own the "Feedback-to-Fix" engine, turning frontline pain points into product features, policy shifts, or process overhauls.
• Technical: Act as the single POC for Platform feature intake, translating business needs into technical PRDs.
• Impact: Drive top-line metrics like CSAT and Social Sentiment by building playbooks for incident response and operational resilience.
  
  

Responsibilities (All Roles)

• XFN Collaboration: Partner with Product, Engineering, Algo, and Legal to ensure USDS compliance and operational readiness.
• Data-Driven Leadership: Use SQL and data visualization to identify trends, forecast "queue blowouts," and report impact to executives.
• Change Management: Lead organizational shifts when policies change, ensuring thousands of agents are aligned and documented.
  
  

Qualifications

Minimum Qualifications:

• Minimum 5 years in Operations Strategy, Program Management, or Business Process Engineering within a high-growth firm.
• Proficiency in SQL and data modeling; ability to translate complex data into actionable operational plans.
• Proven ability to manage high-volume environments and conduct deep-dive Root Cause Analysis (RCA).
• Exceptional stakeholder management skills with the ability to bridge the gap between technical and non-technical teams.
  
  

Preferred Qualifications

• Experience in Trust & Safety, Content Moderation, or U.S. Regulatory Compliance (USDS).
• Knowledge of PMP, Lean Six Sigma, or COPC certifications.
• Familiarity with LLMs, machine learning, or "Human-in-the-Loop" (HITL) system design.
  
  

Job Information

Job Information

The base salary range for this position in the selected city is $110223 - $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:

• Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
• Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
• Exercising sound judgment.
  
  

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