VoC Insight Analyst, Safety & Platform Signals

TikTok USDS Joint Venture; San Jose (CA); Presencial; USD 96.000 - 217.000; Jornada completa

Descripción de la vacante

TikTok USDS Joint Venture LLC is seeking a VoC Insight Analyst to aggregate and analyze US user safety complaints and support data, uncovering systemic platform issues and emerging safety risks.

You will bridge frontline user friction with back‑end business solutions through clustering, trend detection, and deep‑dive root‑cause analysis, influencing Product, Policy, and Operations roadmaps for measurable improvements.

Formación

• 3+ years in Data/Business Analytics, Customer Insights, VoC Program Management, Customer Experience Analytics, or Operational Intelligence.
• Strong hands-on data manipulation and visualization skills; ability to aggregate structured and unstructured data.
• Root-cause problem solving with deep-dives and actionable recommendations.
• Cross-functional stakeholder management; ability to advocate for the user and influence Product, Policy, and Ops teams.
• High curiosity to explore unstructured data and urgency in detecting high-priority safety risks.

Responsabilidades

• Aggregate and analyze multi-channel user safety complaints, ticket trends, and agent feedback in real time.
• Perform qualitative and quantitative deep-dives to identify underlying product bugs, policy ambiguity, or process failures.
• Map and taxonomy-tag user safety complaints to create a holistic view of sentiment in the US market.
• Translate complex user feedback into operational business cases; drive cross-functional alignment and resolution timelines.
• Partner with Policy, Product, Engineering, Operations, and SOP teams to update guidelines and tools.
• Design and maintain VoC dashboards and reports (weekly/monthly/ad-hoc) highlighting top pain points and vulnerabilities.
• Suggest proactive platform enhancements, policy revisions, and self-service features.

Conocimientos

Data analytics

VoC analysis

Root-cause analysis

Cross-functional leadership

Agility & curiosity

Herramientas

Text analytics

NLP

Descripción del empleo

TikTok USDS Joint Venture LLC is seeking a VoC Insight Analyst to aggregate and analyze US user safety complaints and support data, uncovering systemic platform issues and emerging safety risks.

You will bridge frontline user friction with back‑end business solutions through clustering, trend detection, and deep‑dive root‑cause analysis, influencing Product, Policy, and Operations roadmaps for measurable improvements.