TikTok Shop - Regional Operations Business 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.
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About
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates.With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.
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About the team
E-commerce's 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. We are looking for a Regional 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 and variance analysis regarding weekly/monthly/bi-monthly statistics, provide support & recommendations regarding performance.
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Responsibilities
- 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 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.
- Provide summary reports on various processes, including volume forecasting.
Provide ample opportunity to analyze various operational aspects of our business, including data gathering to for determining strategic direction of the service delivery organization.
- Assist in development of key business suggestions and review documents including internal and external business reviews.

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- 3 years experience in business analysis and reporting management within Customer Service contact centre environment.
- Have strong experience in deep analysis, push results and work effectively across teams.
- Strong problem solving, strategic thinking, and presentation and communication skills in front of leadership.
- Strong understanding of the processes, working knowledge of call center operations.

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Preferred Qualifications
- Have the ability to work independently and under pressure, and the ability to influence others without having direct authority.
- Excellent written, verbal and interpersonal communication skills.
- Experience in eCommerce or marketplace platforms is a plus.

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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.
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