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.
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About the Team
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our Mission is to create the most trustworthy E-commerce platform with a delightful service experience.
We are looking for an EMEA Business Analyst role who is responsible for building the metrics reporting system to help with business reviews and decision making. This position will provide key analytical, reporting, forecasting support for the group and will be responsible for developing reporting. To build and present to stakeholders variance analysis regarding weekly/monthly/bi-monthly statistics, provide support & recommendations regarding performance.
This role enables our leaders to be data guided in their customer-centric decisions, through effective data analysis. As we continue to empower our people to create the most trusted, effortless experience, we provide the right data insights to think smart and move fast, together.
Roles & Responsibilities
- Build reporting information related to current support processes, by gathering and analyzing key data
- Develop data automated reporting solutions, and other proactive efforts that tie results to our overall business goals;
- Build custom 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;
- Build summary reports on various processes, including volume forecasting;
- Lead analysis of all operational aspects of our business, including data gathering to determine strategic direction of the service delivery organization;
- Build customer analytics with a day-one approach to identify new trends and customer friction points impacting their experience of using TikTok shop.
- Core Metrics: Satisfaction improvement, service delivery, contact protensity reduction and customer loyalty
Qualifications
Minimum Qualifications:
- Bachelor's degree or equivalent practical experience;
- Experience in business analysis and reporting management with a working knowledge of Customer Service operations within E-Commerce.
- Excellent written, verbal and interpersonal communication skills with proven ability to present data to stakeholders in a digestible manner.
- Proven experience of working with multiple stakeholders across regional markets
- Experience of Metric Delivery: Developed and implemented initiatives to scale operation at cost and/or increase customer retention
Preferred Qualifications:
- Lean Six Sigma Yellow+ Belt is a plus
- Experience in eCommerce or marketplace platforms is a plus
- Experience of European markets is a plus
- Experience of preparing and presenting data analysis insights to Senior Leadership (Director+) 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.