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
E-commerce's Governance and Experience 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. Service and Experience Team is part of the Governance and Experience organization. Our mission is to provide world-class service and experience for customers, sellers and creators. Service and Experience Team is looking for a Global Business Analyst role to be responsible to build the metrics reporting system to help drive business reviews and decision making. This position will provide key analytical, reporting, forecasting support for the group and will be responsible for developing reporting and variance analysis regarding weekly/monthly/bi-monthly statistics, provide support & recommendations regarding performance.
Roles & Responsibilities
1. Design, produce and drive analytical works for the global Service and Moderation Team with strategic thinking, especially for planning purposes.
2. Gather, analyze, and report information related to the current support processes.
3. Extend the data automated reporting solutions, and other proactive efforts that tie results to our overall business goals.
4. 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.
5. Provide summary reports on various processes and business forecasting.
6. Provide ample opportunity to analyze various operational aspects of our business, including data gathering for determining strategic direction of the service delivery organization.
7. Assist in development of key business suggestions and memos including internal and external business reviews.
Qualifications
1. BA/BS degree or equivalent practical experience;
2. 5+ years experience in business analysis and reporting management within customer service;
3. Have strong experience in deep analysis, push results and work effectively across teams;
4. Strong problem solving, strategic thinking, and presentation and communication skills in front of leadership and clients;
5. Strong understanding of the processes, working knowledge of customer service operations;
6. Have the ability to work independently and under pressure, and the ability to influence others without having direct authority;
7. Experience in business, financial or statistical analysis;
8. Eager to learn, initiative taker and problem-solver;
9. Excellent written, verbal and interpersonal communication skills;
10. 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.