TikTok Shop

6 months ago

Singapur, Singapore TikTok Full time

About the team

E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a Regional Business Analyst Lead to be responsible for building the metrics reporting system and help to drive business reviews and decision making. This position will lead the team to 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. Responsibilities- Lead a team of Business Analysts and Workforce Management PMs with a focus on Moderation in an eCommerce environment.- Scope, define and manage the execution and delivery of analytics projects and reach the department's strategic business goals.- Improve end-to-end moderation activities and ensure effective workforce utilization with our global vendor partners.- Extend the data automated reporting solutions, and other proactive efforts that tie results to our overall business goals. - 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. - Work across moderation operations to proactively identify key issues/insights and challenges to drive at scale ecommerce moderations with the team. - Provide ample opportunity to analyze various operational aspects of our business, including data gathering for determining strategic direction of the service delivery organization.- Assist in development of key business strategies, including internal and external business reviews.- Support regular reports and presentations with key findings, observations, data insights and recommendations.

Minimum Qualifications- 5+ years of relevant experience in a business analysis and workforce management role with people management responsibility.- Proficient in Python and SQL to conduct statistical modeling or data analysis.- Familiar with deep analysis around increasing productivity and efficiency while reducing cost is critical.- Strong problem solving, strategic thinking, and presentation and communication skills in front of leadership and clients. - Excellent written, verbal and interpersonal communication skills. Preferred Qualifications- Ability to work independently and under pressure, and the ability to influence without authority. - Ability to pick up domain knowledge in new areas quickly.- Workforce Management Operations experience is preferred to drive operational excellence with our global partners and XFN stakeholders.- Eager to learn, initiative taker and problem-solver.- Experience in eCommerce or marketplace platforms.- Strong understanding of the processes, working knowledge of policy enforcement or moderation operations.

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