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 (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. Global eXperience Center (GXC) is part of the GNE organization and aligned with GNE organization direction, which is to build a customer-centric organization. As a global experience center, we will strengthen our global capabilities to enable business success and empower our regional teams with global expertise, policies, tools, and frameworks.
We are looking for a Business Analyst Program Manager role to be responsible for deep-dive analyses into key metrics, for developing data-driven strategies and drive business reviews. This role will also help support the team to shore up the metrics-reporting foundation, and provide other key analytical, reporting, forecasting support for the group. Most importantly, this role will act as a project and program manager, and have ownership of key projects to drive improvements in metrics and key business areas.
Roles & Responsibilities
- Conduct time-critical data analysis into key metrics' trends and understand how they are impacting the customer experience, especially as regards Aftersales, Fulfilment Experience, Loyalty, Repurchase, Service Recovery and Consumer Protection.
- Maintain the integrity of customer experience data and put checks in place to ensure accuracy.
- Develop insights and data-driven strategies to resolve Customer painpoints.
- Own and drive projects, in collaboration with cross-functional teams like Product and Engineering, to implement solutions for key metric and business issues improvement.
- Collaborate with regional teams to harmonise standards, product solutions and capabilities globally.
- Support the team and other teammates in data reporting and insights generation. Build dashboards and reports to facilitate easy exploration of data as needed.
- Manage projects from start to finish, ensuring that they are delivered on time and within budget.
Qualifications
- BA/BS degree in business, computer science, or a related field.
- 5+ years experience in e-commerce, business analysis, or a related field.
- Experience with SQL, and other data analysis and visualization tools.
- Strong understanding of customer experience principles.
- Strong problem solving, strategic thinking, and presentation and communication skills in front of leadership and clients.
- Eager to learn, initiative taker and problem-solver.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team, and to thrive in a start-up and fast-paced, fast-changing environment.
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.