Responsibilities
Team Introduction: PTE-User Service and Experience team responsible for formulating service strategy for TCN, creator and users, including service SOP, scale operation manual, training materials, penalty experience improvement, etc., to ensure that the agent team can execute and achieve the target. And also the operation of customer service tools, human resource allocation and cost optimization, to create more value through less cost.
As a User Service Operations Strategy Analyst, you will take the lead in identifying and solving operational problems that could lead to big impact on our business metrics and improvements to our customer experience.
- Identify issues that are potentially or already affecting customers (including LIVE Creators, our users, and creator partners) from enjoying the TikTok LIVE experience, by working closely with stakeholders and performing rigorous data analysis.
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- Work closely with product and Ops teams to establish new service processes, and regularly update and optimize the SOP , which causes user pain points to ensure the improvement of service experience.
- Independently scope out and execute projects to improve our customer support experience, including creating world-class tools and business metric moving initiatives.
- Collect, analyze, and interpret customer service data to provide key business insights, identifying trends and business or operational improvement opportunities for TikTok LIVE.
- Communicate and coordinate across internal and external stakeholders globally to ensure our initiatives and projects are executed well. This includes setting up cross-functional workflows that are regular and seamless.
Qualifications
Minimum Qualifications:
- Bachelor's degree or above (preferably in psychology, economics, statistics, mathematics, journalism, or similar fields).
- At least 4 years of work experience with a fast-moving team and company.
- Experience in coping with complex business challenges: you demonstrate a high level of knowledge and curiosity in your professional field, along with strong logical thinking and ability to handle complexity.
- Knowledge of customer experience principles and user research methodologies; project management; and demonstrate effective cross functional stakeholders management
- Demonstrate excellent data analysis, analytics execution, and written & spoken communication skills: you are able to present complex data clearly and concisely to stakeholders at all levels of the organization.
- You also possess a proven track record of creating reports and visualizations that deliver insights and recommendations.
Preferred Qualifications:
- You possess work experience using a combination of data analysis methods and tools for impactful projects.
- Demonstrated ability to come up with constructive, outcome-oriented solutions that solve complex problems involving multiple stakeholders: you can influence stakeholders to adopt a solution while managing for constraints and trade-offs.