AI Product Operations Specialist, Customer Service Platform - USDS
Listed on 2026-09-13
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IT/Tech
Data Analyst, AI Business & Operations
Responsibilities About the Team
At Tik Tok, we are passionate about building a world-class support experience for every user. Our team creates and powers the all-in-one customer support platform for Tik Tok and international business teams, with a focus on intelligent customer service solutions.
We sit at the center of the user support journey, making sure that whenever someone needs help, they receive fast, accurate, and meaningful assistance.
Our work is driven by three core priorities:
We design streamlined help channels that make it simple and intuitive for users to find the support they need, minimizing wait times and enhancing satisfaction.
Through intelligent categorization and routing systems, we ensure user inquiries reach the right teams quickly, improving resolution efficiency and user outcomes.
We build smart, reliable platforms and tools that equip our support teams to deliver professional, efficient, and user-centered service.
We are seeking an AI/NLP Operations Specialist to optimize and enhance our AI-driven customer service platform. You will be responsible for improving model accuracy in feedback recognition and routing, ensuring inquiries are efficiently distributed to the right support teams. This role requires deep business understanding, collaboration with AI/algorithm teams, and data-driven optimization to enhance overall system performance.
Responsibilities- Partner closely with algorithm teams to refine NLP models, improving intent recognition accuracy and routing efficiency
- Define optimization strategies based on business needs and model performance metrics
- Design and maintain a business label structure to enhance model training and classification quality
- Collaborate with customer service teams to design and implement high-quality data labeling processes
- Conduct regular quality reviews of model outputs, validating results and driving continuous improvement initiatives
- Build and maintain data monitoring systems to track model performance, detect anomalies, and identify root causes
- Analyze performance trends and use data-driven insights to propose actionable optimizations for both models and operational workflows
- Act as a bridge between business and algorithm teams, ensuring technical solutions are aligned with operational goals
- Communicate complex AI concepts and project updates clearly and effectively to non-technical stakeholders
Minimum Qualifications
- Bachelor's degree with 2+ years of relevant experience in operations (AI/NLP operations, product operations, or data analysis) or equivalent practical experience (e.g., 4+ years of relevant experience without a degree).
- Strong understanding of NLP models (e.g., BERT, GPT) and their practical business applications
- Quick to learn and adapt, with the ability to master complex business processes and AI logic
- Exceptional problem-solving skills, with the ability to independently analyze issues and drive solutions to completion
- Familiarity with AI tools and platforms for model training, fine-tuning, and evaluation, particularly in the context of customer service applications
Tik Tok 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…
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