Algorithm Engineer, E-Commerce Governance and Experience - USDS

Responsibilities

About the Team: CCR & VOC The Consumer Complaint Rate (CCR) and Voice of Customer (VOC) team is at the heart of understanding and improving the user experience on TikTok's e-commerce platform. - Consumer Complaint Rate (CCR): This metric measures negative consumer feedback by using Natural Language Processing (NLP) to interpret texts from various channels, including product reviews, service tickets, and video comments. It provides critical insights into governance and experience issues across products, customer service, logistics, and content. - Voice of Customer (VOC): This initiative analyzes the original voice of consumers to proactively identify issues affecting user experience. By monitoring product reviews, video reports, and complaint tickets, VOC integrates alarm information, transfers details to the appropriate teams for resolution, and tracks subsequent trends. Our vision is to build an intelligent, efficient, and AI-driven future for e-commerce feedback analysis. We are replacing traditional manual processes with an advanced AI-powered system that leverages Large Language Models (LLMs) and NLP. This system will provide instant, seamless support by understanding user feedback, identifying problems, and delivering actionable analysis to enhance the overall shopping experience without human intervention. Join us to be at the forefront of this revolution. You will help build an AI system that not only understands and adapts to user feedback but also provides intelligent solutions, ultimately reducing costs and increasing efficiency for our platform. Responsibilities: - Develop LLM-based CCR/VOC Models: Design and implement LLM-based CCR/VOC models, to cover user feedback from multiple channels, including reviews, after-sales service, customer service conversations, and tNPS, etc. Based on a 100+ intent classification system, identifies the user's feedback intent accurately. - Apply Advanced LLM Techniques: Utilize state-of-the-art LLM post-training techniques, such as instruction tuning, Reinforcement Learning from Human Feedback (RLHF), and continuous learning, to optimize the system with minimal labeled data. - Build Robust Training Datasets: Identify challenging user feedback scenarios-including logistics inquiries, merchant issues, and platform-related problems-and construct specialized datasets to enhance AI model training. - Enable Multilingual and Multicultural Support: Build AI models capable of recognizing user feedback across diverse languages and cultural backgrounds, ensuring accurate semantic understanding for a global audience. - Optimize Model Efficiency and Deployment: Research and apply model compression, quantization, and efficient inference techniques to ensure the AI assistant operates at scale with low latency and high reliability. - CCR/VOC RCA Agents: Focusing on pain points in CCR, such as the need for rapid implementation of new labels and inefficient CCR problem handling processes in business side, this project leverages the agent's autonomous interaction and intelligent decision-making capabilities to optimize existing models and processes. Through scenario-based training and iteration, the agent becomes a highly efficient assistant for CCR operations, solving the problems of slow response and low conversion rates in traditional models, and improving service quality and customer experience.

Qualifications

Minimum Qualifications: - Bachelor's degree in Computer Science or a related technical field. - 2+ years of professional experience in one or more of the following fields: Machine Learning, Natural Language Processing (NLP), or Computer Vision. - Proficiency in software development with at least one of the following programming languages: C++, Python, Go, or Java. Preferred Qualifications: - LLM Development & Post-Training: Experience in fine-tuning, distillation, or reinforcement learning for large language models in conversational AI applications. - Multilingual AI Development: Proficiency in multilingual NLP, machine translation, and cross-lingual dialogue modeling. - CV/Multimodal Large Model Development: Experience in developing and optimizing e-commerce video and product multimodal large models, combining LLMs with video/product representations to support tasks like multimodal classification, video QA, and cross-modal retrieval. - E-commerce Business Acumen: A strong understanding of e-commerce policies, dispute resolution workflows, and merchant-buyer interactions to inform AI service design. - Advanced NLP & Deep Learning: Expertise in AI agents, Retrieval-Augmented Generation (RAG), Mixture of Experts (MoE), sparse attention, reinforcement learning, and inference-time scaling. - Scalability & Efficiency: Experience with distributed model training, low-latency inference, and deploying models efficiently.

Job Information

[For Pay Transparency]Compensation Description (Annually)

The base salary range for this position in the selected city is $136800 - $359720 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.

About USDS

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security ("USDS") is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

On-site presence across teams allows the company to operate with greater speed, alignment, and agility - especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect - and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

USDS Reasonable Accommodation

USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at