Platform Intelligent Operation Manager - USDS

About the role

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

• 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
• 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
• Localized Knowledge System Enhancement
• Adapt and refine knowledge base content to align with US cultural norms and user expectations

Requirements

• Bilingual proficiency in Mandarin, with the ability to communicate effectively with chatbot engineering teams based in China and to read and draft professional work documents in Chinese
• 2 or more years of experience in data operations (AI-related fields preferred)
• Hands-on experience with data annotation platforms and analytics tools (e.g., SQL, basic Python)
• Demonstrated ability to drive key metric improvements through process management
• Strong analytical skills with the ability to assess cases, structure operational improvements, and implement effective solutions
• Comfortable generating creative solutions, leveraging technology and tools to enhance both individual and team performance
• Deep interest in AI, human behavior, and user experience within customer service operations
• Self-motivated, proactive, and positive, with the ability to thrive in a fast-paced environment and consistently meet deadlines
• Enthusiastic about continuous learning and passionate about multi-intelligent operations in customer support
• Experience in chatbot performance optimization and tuning
• Familiarity with using generative AI technologies (e.g., GPT-assisted FAQ generation) for knowledge base development and maintenance
• Candidates for this position must be legally authorized to work in the United States. This position is not eligible for visa sponsorship or support.
• Job Information
• [For Pay Transparency] Compensation Description (annually)
• The base salary range for this position in the selected city is $88000 - $151112 annually.
• 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:

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