User Service Operations Strategy Analyst, Platform Trust

2 weeks ago

Singapore TikTok Full time
Overview

User Service Operations Strategy Analyst, Platform Trust & Experience (TikTok LIVE) leads identification and resolution of operational problems impacting business metrics and customer experience. Responsible for collaborating with product and operations teams to optimize service processes and SOPs, and to drive cost-effective, scalable support for TikTok LIVE creators, users, and partners.

Responsibilities
  • Identify issues affecting customers (LIVE Creators, users, and creator partners) by working with stakeholders and performing rigorous data analysis to improve the TikTok LIVE experience.
  • Collaborate with product and operations teams to establish new service processes and regularly update and optimize SOPs to reduce user pain points and improve service experience.
  • Independently scope and execute projects to enhance the customer support experience, including developing world-class tools and moving business metrics.
  • Collect, analyze, and interpret customer service data to provide key business insights, identify trends, and uncover opportunities for TikTok LIVE improvements.
  • Communicate and coordinate with internal and external stakeholders globally, establishing regular, seamless cross-functional workflows.
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 tackling complex business challenges with strong logical thinking and the ability to handle complexity.
  • Knowledge of customer experience principles, user research methodologies, project management, and cross-functional stakeholder management.
  • Excellent data analysis, analytics execution, and written/spoken communication skills; ability to present complex data clearly to stakeholders at all levels.
  • Proven track record of creating reports and visualizations that deliver insights and recommendations.
Preferred Qualifications
  • Experience using a combination of data analysis methods and tools for impactful projects.
  • Ability to propose constructive, outcome-oriented solutions that solve complex problems involving multiple stakeholders and manage constraints and trade-offs.
About TikTok

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. Our global headquarters are in Los Angeles and Singapore, with offices worldwide.

Why Join Us

We are committed to inspiring creativity and bringing joy through a diverse, innovative environment. We value curiosity, humility, and impact, and foster an "Always Day 1" mindset to achieve meaningful breakthroughs for ourselves, our company, and our users.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. We celebrate diverse voices and strive to reflect the communities we reach.

Related Roles:

  • Operations Business Analyst - User Experience, Regional Operations
  • Senior Associate/ Assistant Manager, Regional Business Strategy
  • Operations Strategy Consultant - User Experience, Regional Operations
  • Monetization Strategy & Operations - Business Planning Associate
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