TikTok Local Services - Governance & Experience Strategy Analyst

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.

About
With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local service platform for users and partners.
In Local Services, through POI, Video, LIVE, Search, and other various products -- services and roles related to life are creatively connected, making the daily life experience richer, more unique, and more innovative.
At the same time, Local Services creates an inclusive and fair business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency.

About the team
The Governance and Experience (GNE) team of Local Services seeks to preserve trust and uplift the user experience for TikTok Local Services, by designing and implementing end-to-end programmes that enable a safe, trustworthy and thriving international marketplace.
As a GNE Strategy Analyst within the GNE team, you will be a key pillar of the team. You will help devise and provide a strategic overview of GNE's key output indicators, success metrics and necessary capabilities roadmap. This will be including through user research and competitor benchmarking, to ensure that GNE adopts industry-leading best practices to ensure a trustworthy ecosystem and best-in-class user experience for the Local Services business environment.

Responsibilities
- Assess and devise GNE's key input and output metrics and success indicators; support GNE functional teams to focus on data-driven and appropriate outcomes and benchmarks. Work with cross-functional teams like Data Science and Data Engineering to derive and implement such indicators.
- Conduct competitor research and benchmarking. Provide GNE functional teams the necessary insights into industry-leading best practices regarding devising governance and experience strategies and measurement systems.
- Track, plan, and coordinate costs, workforce resourcing, and utilisation. Ensure sufficient resources for GNE to undertake activities -- pertaining to moderation, customer service, and service recovery -- to support required outcomes. Make progress on cost efficiencies while maximising desired outcomes.
- Undertake strategic planning activities (e.g., target-setting, resourcing, budget allocation, etc.) across GNE's functional domains. Work with functional teams to build strategic solutions roadmaps and projects prioritisation.
- Synthesise research and analyses; and prepare written reports, documentation and presentations. Present outcomes and recommendations in a legible and structured format to management and stakeholders.
- Assess GNE outcomes in tandem with Business growth objectives. Provide GNE with insights into Business teams' outcomes and vice-versa. Support GNE's furtherance of its objectives -- to provide a trustworthy ecosystem and best-in-class customer experience, while seeking to facilitate Business growth.
- Undertake ad-hoc strategic data analysis and research projects, e.g., on cost-benefits trade-offs, competitor benchmarking and capabilities, etc., as need be -- in furtherance of GNE strategic objectives.
- Track progress and utilisation against set targets and success indicators. Conduct data-driven root-cause and impact analyses; devise data-driven recommendations to address gaps and areas of improvement.
- Devise data-driven strategies and solutions to solve problem statements as needed. Work with GNE functional teams and cross functional stakeholders, such as Finance, Algorithm, Product, Engineering, Legal, Business teams, as needed, to implement required solutions and drive outcomes.

Qualifications

Minimum Qualifications
- 3 years of experience in driving data-driven governance and experience programmes within O2O, Services, E-commerce, strategy consulting, operations management, seller risks, seller operations, or related governance & experience programmes. Experience in management consulting will be a plus.
- Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields.
- Data interpretation or analysis is required for this role.
- Strong ability to independently conduct in-depth research, competitor benchmarking and data analytics projects.
- Excellent report-writing and presentation skills. This role requires the ability to synthesise research and analysis, and to present the outcomes and recommendations in a legible and structured written format to management and stakeholders.
- Possesses strategic thinking, as well as programme management and communication skills, with the ability to manage and push complex projects, as well as influence multiple cross-functional teams.
- Proactive, independent and driven; able to thrive in ambiguity and handle multiple competing priorities in a fast-paced environment.

Preferred Qualifications
- Proficiency in utilising querying and analytical tools, and conducting data analysis (e.g., SQL, Python) is advantageous.
- Familiarity with O2O, E-commerce, or other online and offline services, governance & customer experience, regulatory and compliance requirements will be a plus.
- Experience working in SEA markets is a plus, given the need to develop or review policies, content, or compliance documents in certain relevant languages.

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.