User Service Operations Strategy Analyst, Platform Trust

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.
• 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.

About TikTok

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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

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.