AI Product Operations Specialist (Customer Service Platform)

Location: San Jose, United States; fully in-person schedule up to 5 days a week

Salary: $88,000–$151,112 annually, with potential eligibility for discretionary bonuses, incentives, and restricted stock units.

Company

hirify.global operates data privacy, cybersecurity, trust and safety, and content ecosystem safeguards for TikTok users in the United States.

What you will do

• Partner with algorithm teams to refine NLP models for intent recognition and support ticket routing.
• Define optimization strategies based on business needs and model performance metrics.
• Design and maintain business label structures to improve model training and classification quality.
• Develop customer service data-labeling processes and conduct quality reviews of model outputs.
• Build monitoring systems, analyze performance trends, detect anomalies, and identify root causes.
• Bridge business and algorithm teams by translating operational goals and complex AI concepts into actionable solutions.

Requirements

• Bachelor's degree and 2+ years of relevant operations experience, or equivalent practical experience such as 4+ years without a degree.
• Experience in AI/NLP operations, product operations, or data analysis.
• Strong understanding of NLP models such as BERT and GPT and their practical business applications.
• Ability to learn complex business processes and AI logic quickly.
• Exceptional problem-solving skills and ability to independently analyze issues and drive solutions to completion.
• Ability to work fully in person in San Jose, up to 5 days per week.

Nice to have

• Familiarity with AI tools and platforms for model training, fine-tuning, and evaluation in customer service applications.

Culture & Benefits

• Medical, dental, and vision insurance from day one.
• 401(k) savings plan with company match.
• Paid parental leave, short- and long-term disability coverage, and life insurance.
• Wellbeing benefits, 10 paid holidays, 10 paid sick days, and 17 days of paid personal time.
• Inclusive workplace focused on curiosity, humility, resilience, continuous learning, and impact.