Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve. Join us.
Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. You will improve organizational efficiency via driving key projects, facilitating efficient cross-functional operations and streamlining initiatives.
Roles & Responsibilities:

• Design, produce and drive analytical work for the Global Service and Experience Team with strategic thinking, especially for planning purposes.
• Gather, analyze, and report information related to the current support processes.
• Extend the data automated reporting solutions, and other proactive efforts that tie results to our overall business goals.
• Create customized data analysis tools, applications, and data manipulation utilities for the team. Innovations will include tools that provide Key Performance Indicators (KPI) metrics across multiple data sources through the consolidation of tools and markets.
• Provide summary reports on various processes, including volume forecasting.
• Provide ample opportunity to analyze various operational aspects of our business, including data gathering for determining strategic direction of the service delivery organization.
• Assist in development of key business suggestions and memos including internal and external business reviews.

Qualifications

• BA/BS degree and equivalent practical experience.
• 3 years experience in business analysis and reporting management within Customer Service.
• Have strong experience in deep analysis, push results and work effectively across teams.
• Problem solving, strategic thinking, and presentation and communication skills in front of leadership and clients.
• Understanding of the processes, working knowledge of call center operations.
• Have the ability to work independently and under pressure, and the ability to influence others without having direct authority.
• Experience in business, financial or statistical analysis
• Eager to learn, initiative taker and problem-solver.
• Excellent written, verbal and interpersonal communication skills
• Proficiency is English is required.
• Experience in eCommerce or marketplace platforms is a plus.

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.
TikTok 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 ecommerce.accommodations@tiktok.com.
Job Information
The base salary range for this position in the selected city is $83600 - $139333 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.
​
Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:
​
We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.
​
Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
​
We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.