User Services Operation Manager, Emerging Product - USDS at TikTok USDS JV

San Jose Regular Operations Job ID: A188428A

Responsibilities

Team Introduction: The Emerging Product Engineering Team is the incubator for TikTok USDS JV's newest ventures in the US market. We are responsible for the end-to-end success of a diverse portfolio of non-TikTok applications, including Trae, Gauth, and LimeShorts, as well as a growing pipeline of new products. We operate with a strong “0 1” mindset, prioritizing agility, rapid iteration, and creative problem-solving to build and scale products. We are looking for a User Services Operation Manager to join our team，you will be responsible for overall business strategy and building service processes and capabilities for North America services , building a complete pre-sale/in-sale/after-sale service business process and standard covering the whole full lifecycle service journey, building online services, offline services, technology & Maintenance capabilities, spare parts management, consumer self-service operation and service IT operation management capabilities to ensure the consistency of service standards and consumer service experience. Responsibilities: - Responsible for the operational management of North America hotline services, including the operation and quality management of the hotline center, and the capacity building of self-service (APP, official website, intelligent services, etc.) - Responsible for overall consumer daily issue feedback management, organizing and analyzing user requests, promoting product quality improvement and iterative optimization, and enhancing consumer experience - Responsible for the preparation, construction, and management of service capabilities during the new product launch process, building North America market service technical and training capability - Responsible for the analysis and management of North America market consumer voices, handling and following up different service channels consumer upgrade issues, feedback the upgrade issue to RD and pushing related department (product/quality department) continuously improves and enhances product quality and consumer experience - Responsible for product quality repair and consumer on-site service operation management, including the introduction of repair suppliers, management of repair centers, and management of returns and exchanges

Qualifications

Minimum Qualifications: - Bachelor's or higher degree, minimum 4 years in 3C electronic product service leadership role, ideally within call center, user management related work experience - Works conscientiously, responsibly, proactively, with strong execution and stress resistance capabilities, and good teamwork - Have experience in negotiating with, cooperating with, and introducing service providers; experience in building service suppliers or offline product repair service networks Preferred Qualifications: - Technical background in 3C electronic products

Job Information

【For Pay Transparency】Compensation Description (Annually)

The base salary range for this position in the selected city is $88000 - $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:

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.

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