Global Operations Business Analyst

Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.
Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. We are looking for an experienced Project Manager to establish our PMO function. You will improve organizational efficiency via driving key projects, facilitating efficient cross-functional operations and streamlining initiatives.
Roles & Responsibilities:

• Design, produce and drive analytical work for the Global Service and Experience Team with strategic thinking, especially for planning purposes.
• 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.
• Provide ample opportunity to analyze various operational aspects of our business, including data gathering for determining strategic direction of the service delivery organization.
• Gather, analyze, and report information related to the current support processes.
• Extend the data automated reporting solutions, and other proactive efforts that tie results to our overall business goals.
• Assist in development of key business suggestions and memos including internal and external business reviews.
• Provide summary reports on various processes, including volume forecasting.

Qualifications

• Experience in eCommerce or marketplace platforms is a plus.
• Experience in business, financial or statistical analysis
• 3+ years experience in business analysis and reporting management within Customer Service.
• BA/BS degree and equivalent practical experience.
• Strong problem solving, strategic thinking, and presentation and communication skills in front of leadership and clients.
• Eager to learn, initiative taker and problem-solver.
• Excellent written, verbal and interpersonal communication skills
• Have the ability to work independently and under pressure, and the ability to influence others without having direct authority.
• Have strong experience in deep analysis, push results and work effectively across teams.
• Strong understanding of the processes, working knowledge of call center operations.
• Proficiency is English is required.

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.
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at [email protected]
Job Information
The base salary range for this position in the selected city is $92000 - $206888 annually.
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Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
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At ByteDance/TikTok our benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support ByteDancers to give their best in both work and life. We offer the following benefits to eligible employees:
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We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.
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Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off(PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
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We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.