At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
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About the Team
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 sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SMT is currently seeking a talented Global Business Analyst to take on a crucial role in building a comprehensive metrics reporting system and analysis framework that aids in business reviews and decision-making. As part of this position, you will play a vital role in providing analytical, reporting, and forecasting support for the group.

Responsibilities
- Design, produce, and drive analytical work for the global Service and Moderation Team with strategic thinking, focusing on planning purposes.
- Gather, analyze, and report information related to current support processes, contributing to continuous improvement.
- Extend data automated reporting solutions and engage in proactive efforts that align with overall business goals.
- Create customized data analysis tools, applications, and data manipulation utilities for the team. Innovations will include tools providing key metrics across multiple data sources through the consolidation of tools and markets.
- Provide summary reports on various processes, assist in the development of key business suggestions and contribute to weekly/monthly/quarterly business reviews.
- Analyze various operational aspects of the business, including data gathering for determining the strategic direction of the service delivery organization.

Qualifications

Minimum Qualifications
- Bachelor's degree in a relevant field.
- 4+ years of progressive experience in business analysis, data analysis, or a related field in the E-Commerce industry, preferably within customer service.
- Advanced analytical and strong problem-solving skills with the capacity to identify issues and implement effective solutions.
- Ability to think strategically and contribute to the development and execution of business strategies.
- Exceptional written and verbal communication skills, with the ability to convey complex ideas to both technical and non-technical stakeholders.

Preferred Qualifications
- Master's degree or equivalent experience in a relevant field.
- Proven ability to lead and collaborate with cross-functional teams to achieve common goals.
- Strong experience in deep analysis, pushing results, and effective collaboration across teams.
- Proficiency in data analysis tools and languages (e.g., SQL, Python, R) and experience with BI tools (e.g., Tableau, Power BI).
- Relevant certifications in business analysis or related areas.

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.

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