Customer Experience Business Analyst

TikTok USDS Joint Venture LLC; Los Angeles (CA); On-site; USD 91,000 - 206,000; Full time

Job summary

TikTok USDS Joint Venture LLC is seeking a Customer Experience Business Analyst in Los Angeles to bridge business needs with AI-driven solutions. You will analyze buyer experience, service strategies, chatbot performance, and regional operations to guide data-backed decisions.

The role emphasizes leveraging AI tools to automate analyses, drive operational efficiency, and collaborate with cross-functional teams to deliver impactful insights for the US market.

Qualifications

• BA/BS degree required.
• 3+ years of experience in customer experience, customer service operations, E-Commerce, or operational analysis.
• Proficient in Excel (PivotTables, complex functions, etc.) and SQL, with proven capability in data visualization and reporting.
• Interest and experience with buyer experience, customer service, and AI-driven workflow automation within the e-Commerce industry, with strong business acumen and logical reasoning.
• Strong teamwork and cross-functional collaboration and communication.
• Detail-oriented with the ability to manage and complete complex tasks.

Responsibilities

• Bridge business needs and AI-driven solutions to optimize customer service and operational strategies.
• Leverage AI tools to automate complex analysis, conduct deep-dive strategic studies, and partner with cross-functional teams to convert data into high-impact business decisions.
• Drive AI-powered analytics and operational efficiency to identify issues, reduce manual workload and improve decision-making.

Skills

Excel

SQL

AI tools

Data analysis

Cross-functional collaboration

Education

BA/BS degree

Job description

Los Angeles Regular Operations - Customer Service Job ID: A72775B

Responsibilities

About the Team:Ecommerce's 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. The US Customer Experience Team is part of the GNE organization. Our mission is to create the most trustworthy e-Commerce platform with a delightful service experience. We are looking for an experienced individual contributor to drive customer complaint investigations in the U.S. region.

What You'll Do:As a Customer Experience Business Analyst, you will bridge business needs and AI-driven solutions to optimize customer service and operational strategies. You will leverage AI tools to automate complex analysis, conduct deep-dive strategic studies, and partner with cross-functional teams to convert data into high-impact business decisions.

• Drive AI-Powered Analytics & Operational Efficiency: Explore and leverage AI capabilities to address business and operational pain points. Build automated analysis, anomaly detection, and root-cause diagnosis tools to help business teams identify issues faster, understand key drivers, cut manual workload, and improve decision-making efficiency.
• Conduct Strategic Analyses: Develop an in-depth understanding of business challenges and translate data into actionable solutions. Conduct special analyses covering buyer experience, service strategies, Chatbot performance, regional operations, workforce efficiency improvement, budget management, and other core operational areas.
• Partner for Business Decision-Making: Collaborate closely with cross-functional business teams to structure key business problems and translate complex data sets into clear insights and actionable recommendations.

Qualifications

Minimum Qualifications:

• BA/BS degree.
• 3+ years of experience in customer experience, customer service operations, E-Commerce, or operational analysis.
• Possess basic data processing and analytical skills; proficient in Excel (PivotTables, complex functions, etc.) and SQL, with proven capability in data visualization and reporting.
• Interest and relevant professional experience with buyer experience, customer service, and AI-driven workflow automation within the e-Commerce industry, accompanied by strong business acumen and logical reasoning skills.
• Strong teamwork and cross-functional collaboration and communication
• Detail-oriented with the ability to efficiently manage and complete complex tasks.

Preferred Qualifications:

• Experience analyzing operational datasets and translating raw data/KPI fluctuations into actionable reports, key trends, or executive summaries.
• Strong track record of independently managing tasks and communicating effectively with cross-functional stakeholders.
• Strong track record of leveraging AI tools and automation techniques to boost work efficiency and analytical speed will be given priority.

Job Information

The base salary range for this position in the selected city is $91200 - $206172 annually.

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.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

• 1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
• 2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
• 3. Exercising sound judgment.

About USDS

TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.

On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.

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.

USDS Reasonable Accommodation

USDS 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 https://tinyurl.com/USDS-RA