User Experience and Support Program Manager (USDS)

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

Salary: $88,000–$202,667 annually, with potential discretionary bonuses, incentives, and restricted stock units.

Company

USDS Joint Venture supports the safety, security, data privacy, and cybersecurity of TikTok's U.S. apps, users, content ecosystem, and algorithms.

What you will do

• Architect, scale, and optimize end-to-end customer support processes, SOP frameworks, and internal tooling.
• Design and govern localized customer service strategies and KPI frameworks across global and regional teams.
• Build executive reports, dashboards, and business reviews, translating operational data into recommendations for senior leadership.
• Lead continuous improvement initiatives focused on reducing escalations, eliminating recurring user pain points, and minimizing customer friction through policy optimization and automation.
• Direct high-priority cross-functional projects from conception through execution and serve as the final escalation point for high-stakes issues.

Requirements

• BA/BS degree.
• At least 5 years of experience in program management, customer support operations, or customer experience management within technology, financial services, e-commerce, or digital payments.
• Strong quantitative and qualitative analytical skills, with proficiency in Excel, Tableau, data visualization, and ticketing or CRM systems.
• Ability to work independently, manage continuous improvement cycles, and influence Product, Business, and Legal stakeholders.
• Experience designing dispute-resolution workflows and leading teams through emergencies, escalations, and high-conflict situations.
• Ability to work fully in person in San Jose, up to 5 days per week.

Nice to have

• Lean, Six Sigma, or similar continuous improvement certification.
• Experience designing premium or VIP support frameworks.
• Experience leading change management across multiple global regions or business lines.
• Knowledge of digital payments, live streaming, or user-generated content platforms.

Culture & Benefits

• Medical, dental, and vision insurance from day one.
• 401(k) savings plan with company match, life insurance, disability coverage, and wellbeing benefits.
• Paid parental leave, 10 paid holidays, 10 paid sick days, and 17 days of paid personal time.
• Inclusive workplace with reasonable accommodations available during recruitment.
• Collaborative environment focused on curiosity, continuous learning, innovation, and measurable impact.