User Experience and Support Program Manager - USDS

About the Team

The Platform Trust & Experience (PTE) team, operating under TikTok LIVE, is the dedicated central hub for all USDS Risk Control and Service efforts. Our overarching vision is to best serve our users by providing a safe and fulfilling user experience that allows them to thrive on LIVE. Our core mission is to be the cornerstone that builds trust, enhances experience, assures safety, and improves efficiency for everyone, users, creators, and agencies alike. We operate as a pivotal global communication hub, strategically focused across three critical areas: Risk, Host Creator, and Paid User, making sure every facet of the LIVE experience is protected.

To fulfill this mission and uphold LIVE's value, the PTE team proactively collaborates with cross-functional teams to ensure strategic organizational alignment and efficiency, improve compliance efficiency, and mitigate various compliance risks that could impact the platform's stability.

Furthermore, we are dedicated to building a positive brand and elevating the user journey, providing pleasant service, and setting up critical policies that safeguard the entire community. Joining the PTE team means taking on a high-impact role essential for the continued success and growth of the TikTok LIVE community.

Responsibilities

• Architecting, scaling, and optimizing end-to-end customer support processes, SOP frameworks, and internal tooling infrastructure to maximize efficiency and quality.
• Lead the design, implementation, and governance of localized customer service strategies and performance metric (KPI) frameworks. Ensure cross-functional and global alignment to maintain brand consistency while catering to regional nuances.
• Synthesize data into high-impact executive reports, dashboards, and Business Reviews. Deliver data-driven recommendations to senior leadership regarding operational health, resource forecasting, and strategic growth opportunities.
• Spearhead continuous improvement initiatives designed to reduce structural escalation rates, eliminate repetitive user pain points, and minimize customer friction upstream through policy optimization and automation.
• Direct high-priority, cross-functional ad-hoc projects and strategic initiatives from conception through to execution. Act as the final escalation point for high-stakes internal and external issues, establishing rigorous playbooks to elevate overall team performance.

Minimum Qualifications

• BA/BS degree required
• At least 5 years of experience in program management, customer support operations, or customer experience management within the technology, financial services, e-commerce, or digital payments industry with a track record of driving large-scale operational initiatives.
• Exceptional quantitative and qualitative analytical skills. Ability to translate datasets into actionable strategic roadmaps. Proficiency with data analysis and visualization tools (e.g., Excel, Tableau) and Ticketing/CRM systems is required.
• A self-starter mindset with the ability to work independently and manage the "Continuous Improvement" cycle without constant supervision.
• Outstanding written and verbal communication skills, with a demonstrated ability to influence cross-functional stakeholders (Product, Business, Legal) and manage B2B/B2C relationships.
• Proven experience designing dispute-resolution workflows and leading teams through operational emergencies, escalations, and high-conflict scenarios.

Preferred Qualifications

• Certifications with Continuous Improvement methodologies (e.g., Lean, Six Sigma, or similar process optimization frameworks).
• Proven experience designing and implementing premium/VIP support frameworks.
• Experience leading change management programs across multiple global regions or distinct business lines.
• Deep understanding of the digital payments ecosystem, live-streaming, or user-generated content (UGC) platforms.