TikTok Shop - Customer Experience Business Analytics Analyst

TikTok; San Jose (CA); On-site; USD 77,000 - 128,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

Parental leave

Disability coverage

Life insurance

Wellbeing program

Paid time off

Job summary

TikTok Shop is seeking a Customer Experience Business Analytics Analyst in San Jose to transform customer service data into actionable insights. You will build dashboards, optimize data assets, and explore AI-driven analyses to improve buyer experience and operational efficiency.

Collaborate with global teams to translate business questions into data solutions, support service strategies, and drive decisions with rigorous analytics.

Qualifications

• Bachelor’s degree or above.
• Proficient in Excel, SQL, and data visualization.
• Ability to build dashboards and analyze data for customer experience.

Responsibilities

• Understand business needs and improve the data infrastructure for customer service and experience operations. Build and optimize data dashboards from a user-centric perspective; sort out data assets to lower cross-team data acquisition costs; advance the development of automated data processing and transformation capabilities to cut manual workload.
• Explore 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, and improve decision-making efficiency.
• Develop in-depth understanding of business challenges and translate data into actionable solutions. Conduct special analyses covering buyer experience, service strategies, Chatbot development, regional operations, workforce efficiency improvement, budget management and other areas.
• Partner with business teams to structure key business problems and translate data into clear insights and actionable recommendations.

Skills

Excel

SQL

Data Viz

Dashboards

Analytical Thinking

Education

Bachelor's degree

Job description

TikTok Shop - Customer Experience Business Analytics Analyst

Location:

San Jose

Employment Type:

Regular

Job Code:

A54418A

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Responsibilities

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our selling partners. The US and Global 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.

• Understand business needs and improve the data infrastructure for customer service and experience operations. Build and optimize data dashboards from a user-centric perspective; sort out data assets to lower cross-team data acquisition costs; advance the development of automated data processing and transformation capabilities to cut manual workload.
• Explore 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, and improve decision-making efficiency.
• Develop in-depth understanding of business challenges and translate data into actionable solutions. Conduct special analyses covering buyer experience, service strategies, Chatbot development, regional operations, workforce efficiency improvement, budget management and other areas.
• Partner with business teams to structure key business problems and translate data into clear insights and actionable recommendations.

Qualifications

Minimum Qualification(s)

• Bachelor’s degree or above.
• Possess basic data processing and analytical skills, proficient in Excel (PivotTables, functions, etc.), SQL, capable of data visualization and dashboard construction.
• Have a genuine interest in buyer experience, customer service and data automation within the e-Commerce industry, with strong business acumen and logical reasoning skills.
• Strong teamwork and execution skills; meticulous and rigorous at work, able to efficiently complete tasks assigned by the team.

Preferred Qualification(s)

• Majors including Computer Science, Statistics, Mathematics, Accounting, Business Analytics and other related quantitative fields.
• Candidates who leverage AI tools to boost work efficiency will be given priority.

Job Information

The base salary range for this position in the selected city is $76000 - $128000 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;
• 3. Exercising sound judgment.

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.

TikTok Accommodation

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 https://tinyurl.com/RA-request

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