User Services Operation Manager, Emerging Product - USDS

About the role

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.

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
• Preferred Qualifications: Technical background in 3C electronic products

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.

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.