TikTok Shop - Customer Experience Business Analytics Analyst
Responsibilities
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 selling partners. The US and Global Customer Experience Team is part of the GNE organization. Our mission is to create the most trustworthy e-Commerce platform with a delightful service experience.
- Understand business needs and improve the data infrastructure for customer service and experience operations. Build and optimize data dashboards from a user-centric perspective; sort out data assets to lower cross-team data acquisition costs; advance the development of automated data processing and transformation capabilities to cut manual workload.
- Explore AI capabilities to address business and operational pain points. Build automated analysis, anomaly detection, and root-cause diagnosis tools to help business teams identify issues faster, understand key drivers, and improve decision-making efficiency.
- Develop in-depth understanding of business challenges and translate data into actionable solutions. Conduct special analyses covering buyer experience, service strategies, Chatbot development, regional operations, workforce efficiency improvement, budget management and other areas.
- Partner with business teams to structure key business problems and translate data into clear insights and actionable recommendations.
Qualifications
Minimum Qualification(s)
- Bachelor's degree or above.
- Possess basic data processing and analytical skills, proficient in Excel (PivotTables, functions, etc.), SQL, capable of data visualization and dashboard construction.
- Have a genuine interest in buyer experience, customer service and data automation within the e-Commerce industry, with strong business acumen and logical reasoning skills.
- Strong teamwork and execution skills; meticulous and rigorous at work, able to efficiently complete tasks assigned by the team.
Preferred Qualification(s)
- Majors including Computer Science, Statistics, Mathematics, Accounting, Business Analytics and other related quantitative fields.
- Candidates who leverage AI tools to boost work efficiency will be given priority.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $76000 - $128000 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.
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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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.