Customer Experience Operations Specialist

TikTok USDS Joint Venture LLC; Seattle (WA); On-site; USD 90,000 - 130,000; Full time

Job summary

TikTok USDS Joint Venture LLC is seeking an experienced Customer Experience Business Analyst to bridge business needs with AI-driven solutions in the U.S. market.

This role focuses on optimizing customer service strategies and operational performance using automated analytics and deep-dive studies. Ideal candidates will have 3+ years in customer experience or operational analysis, strong Excel/SQL skills, and a track record of collaborating with cross-functional teams to drive actionable

Qualifications

• BA/BS degree required.
• 3+ years in customer experience or operational analysis.
• Proficient in Excel and SQL with data visualization experience.
• Experience with AI-driven workflow automation in the e-Commerce industry desired.
• Strong teamwork and cross-functional communication.
• Detail-oriented with the ability to manage complex tasks.

Responsibilities

• 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.

Skills

Excel

SQL

Data visualization

AI workflow automation

Cross-functional collaboration

Analytical thinking

Education

BA/BS degree

Job description

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

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