Responsibilities

The TikTok USDS JV's Customer Support team is dedicated to delivering industry-leading support for our users and creators while safeguarding the U.S. user experience. We help inspire creativity and bring joy by operationalizing safety policies with rigor, proactively protecting our community through technology, and ensuring our support ecosystem remains trusted, compliant, and aligned with evolving U.S. regulatory expectations. The Workflow Specialist is a critical operational role responsible for the planning, execution, and optimization of Customer Support (CS) workflows and projects. This role acts as the central coordinator for cross-functional initiatives, ensuring efficient implementation of new policies and products across global operations. Key areas of focus include project management, resource allocation strategy across internal and BPO teams, continuous assessment of queue health, and maintaining up-to-date documentation to maximize overall business efficiency and health of the Customer Support ecosystem. Responsibilities: I. Project Management & Operational Coordination Manage and drive operational projects from initiation through launch. - Project Leadership: Organize process, implementation, and launch of product/policy developments, strategic intakes, and recovery/normalization projects. - Coordination & Oversight: Coordinate responsibilities, provide status updates, lead problem resolution, and manage resource allocation for assigned projects. - Project Intake: Collaborate with XFN teams (e.g., Product, Algo/Eng) for new projects, gathering necessary information to support planning and resource allocation. - Operational Readiness & Risk Assessment: Conduct impact assessments for proposed policy or product changes (including volume changes, complexity, and resourcing needs) prior to implementation. - Ensure thorough documentation, risk reduction, resources are properly allocated and equipped, and issues are managed. II. Workflow Strategy & Resource Allocation Design and implement strategies for efficient resource deployment. - Strategy Designation: Design and execute an operations strategy for allocating workflows between in-house and BPO teams, maximizing effectiveness of the CS infrastructure. - Capacity Alignment: Work with Capacity and Workforce Management teams for proper staffing and forecasting align with workflow strategy. - Enablement Coordination: Coordinate with Training and Quality teams for new requests to ensure necessary training materials are developed and allocated. III. Queue Health & Optimization Maintain the operational health, efficiency, and continuous improvement of the CS queues. - Performance Monitoring: Set achievable targets and hold CS teams accountable to those standards in coordination with XFN teams (e.g., Site Management, Risk Management, QA). - Process Optimization: Proactively identify bottlenecks, redundancies, and opportunities for automation within existing workflows. Develop and implement innovative solutions to drive continuous efficiency gains. - Queue Health Assessments: Assess the effectiveness and health of CS products and propose changes to optimize/normalize the queue and CS workflow to improve business operation efficiency (e.g., identifying strategy issues or initiating queue interface changes). - SLA/KPI Analysis: Coordinate with stakeholders to analyze efficiency & productivity metrics (SLAs) and/or quality metrics (KPIs) and create operational plans to address root causes and escalate CS issues. IV. Systems, Documentation, and Communication Maintain system integrity and ensure clear communication across the organization. - Queue Creation: Ensure queues are ready for use by creating production and training queues, binding the relevant policy, aligning with the product team on template changes/requirements, enqueueing training cases, creating the logical queue, and updating associated documentation. - System Expertise (SME): Act as the primary operational Subject Matter Expert for workflow management tools (e.g., ticketing systems, routing logic) to configure, test, and troubleshoot queue setup and logic. - Knowledge Management: Create and manage all knowledge about workflows within the organization, ensuring documentation reflects the most up-to-date information for both product details and CS workflows. - Stakeholder Communication: Connect all stakeholders to keep everyone informed of the plans, strategies, and updates required to complete projects. Track progress and share updates and changes in a timely manner, while keeping all parties accountable. V. Data Analysis & Reporting Use data to drive strategy and provide operational visibility. - Data Analysis: Conduct regular analysis of operational metrics (SLAs, KPIs, throughput, efficiency) to identify performance gaps and emerging trends within the CS environment. - Reporting: Prepare executive-level reports on workflow health and project impact to inform leadership decisions.

Qualifications

Minimum Qualifications: - 5+ years of experience in Operations Strategy, Program Management, or Business Process Engineering within a global tech firm. - Large-Scale Systems: Proven track record of managing workflows that support large volume of users or high-volume ticket environments (e.g., 100k+ monthly interactions). - Strategic BPO Governance: Experience not just working with BPOs, but designing Global Delivery Models—deciding where work lives based on cost, complexity, and security requirements. - Workflow Logic: Demonstrated experience in building, managing, and optimizing complex ticketing systems, routing logic, and queue infrastructures. - System Architecture: Deep expertise in the logic layer of support tools (e.g., designing complex API integrations between CRM and internal security tools). - Advanced Analytics: Mastery of SQL and data modeling to build predictive dashboards that forecast "queue blowouts" before they happen. - Change Management and Risk Assessment: Ability to lead organizational shifts when policies change, ensuring thousands of agents are aligned and ability to conduct impact analysis and identify operational bottlenecks before they affect the user experience, and exceptional skill in creating technical workflows, SOPs, and internal knowledge base articles. Preferred Qualifications: - Certifications: PMP (Project Management Professional), Lean Six Sigma (Green or Black Belt), or COPC (Customer Operations Performance Center). - WFM Familiarity: Understanding of Workforce Management (WFM) principles, including forecasting and capacity planning. - Industry Context: Previous experience in Trust & Safety, Content Moderation, or U.S. regulatory compliance environments. - Agile Methodology: Experience working in an Agile environment to support rapid product/policy deployments.

Job Information