User Service Operations Strategy Analyst, Platform Trust

Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, 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.
Join us.
About TikTok LIVE
TikTok LIVE enables Creators to create compelling live content and enable real-time interactions with users. We provide users with a unique content experience while enabling Creators to provide more direct users interaction and deeper engagement with their fans. The PTE Service Strategy team at TikTok LIVE is in charge of creating the workflows and scaled operations that enable seamless customer experience operations.
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.

**Responsibilities**:

- 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.
- 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.

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.