Payment Customer Experience Operations - USDS

Overview Payment Customer Experience Operations - USDS is focused on delivering operational excellence across TikTok's global payment platforms. This role supports daily payment operations, resolves payment-related challenges, and ensures a streamlined experience for partners and customers. Responsibilities Payment Service Delivery Management: oversee the end-to-end payment service delivery lifecycle, monitor SLAs, collaborate with operations and technical teams to streamline payment processes and ensure high-quality service. Payment Experience Operations: develop strategies to optimize the payment experience for all TikTok users and partners, gather and analyze feedback, act as the primary contact for escalated payment experience issues, and advocate for customer-centric solutions with product and UX teams. Payment Resolution Operations: lead the management and resolution of payment-related incidents, drafts standard operating procedures for payment issue resolution, conduct troubleshooting with cross-functional teams, and analyze trends to implement preventive measures. Stakeholder & Partner Management: maintain relationships with internal stakeholders and external payment partners; communicate policies, changes, and issue resolutions. Compliance & Risk Mitigation: ensure processes align with regulations and industry standards; assist in managing payment audit and risk processes related to customer interactions and disputes. Reporting & Continuous Improvement: analyze payment CS metrics, drive data-driven actions to improve service delivery, seek automation opportunities, and contribute to strategic improvements of the payment ecosystem from a customer success perspective. Data Analysis: use data tools to perform analysis, collaborate with Data Analytics and Engineering to improve CS reporting, and document data requirements for dashboards and ad hoc analyses. Qualifications Minimum Qualifications: Bachelor’s degree in Business Administration, Finance, Communications, or related field, or equivalent work experience. 3+ years in payment operations, customer success, or service delivery with knowledge of payment methods, processing lifecycles, and customer support best practices. Proficiency in data analysis tools (Tableau, SQL, Splunk, Kibana). Experience managing customer/partner relationships, resolving payment issues, and driving customer satisfaction in payments. Excellent communication and de-escalation skills with the ability to explain complex payment information to diverse audiences. Strong analytical and problem-solving abilities to address complex payment-related issues and implement customer-focused solutions. Proficiency with CRM systems and payment gateways; familiarity with processing systems. Preferred Qualifications: Ability to balance customer needs with business objectives; strategic thinking about the customer experience in payments; understanding of PCI DSS, chargeback rules; proven cross-functional collaboration. Genuine empathy for users and a passion for delivering outstanding customer experiences. About USDS TikTok is the leading destination for short-form mobile video. U.S. Data Security (USDS) is a TikTok subsidiary in the U.S. focused on data protection policies and content assurance protocols for U.S. users. Teams span Trust & Safety, Security & Privacy, Engineering, User & Product Ops, and Corporate Functions. Data Security Statement This role requires handling systems that protect sensitive data and will be subject to national security-related screening. Why Join Us Join TikTok to help inspire creativity and bring joy. Our diverse teams collaborate to create value for communities and push for innovation with an Always Day 1 mindset. USDS Reasonable Accommodation USDS provides reasonable accommodations in recruitment for candidates with disabilities or other protected reasons. If you need assistance, contact us at Job Information Compensation details: The base salary range in the selected city is $88,000 – $151,112 annually, with possible bonuses, incentives, and stock units. Benefits include medical, dental, and vision insurance; 401(k) with match; parental leave; disability coverage; life insurance; wellbeing benefits; paid holidays and personal time. The company may modify benefits at any time. Location and local laws apply to postings and opportunities. #J-18808-Ljbffr TikTok