AI Analysis & Performance Analyst

About the Role

Join TikTok's Performance & Insights Customer Support team as an AI Analyst, where you will be fundamental in creating analytics and reporting frameworks that provide actionable insights to multiple stakeholders, including strategy, operations, engineering, and R&D teams on a global scale. You will contribute to advancing TikTok's AI automation efforts, optimizing system configurations, resource distribution, scheduling, and BPO operations. The role demands vigilance in monitoring performance and continuously seeking efficiency improvements to maintain superior customer service standards.

Key Duties

• Analyze extensive datasets to address complex and subtle challenges utilizing various analytical and statistical methods.
• Execute quantitative studies employing statistical regression, machine learning techniques, hypothesis testing, and present findings in accessible formats to foster business growth and enhance customer satisfaction.
• Implement a methodical approach to track KPI changes, evaluate the impact of business initiatives and customer experience, and design continuous monitoring indices.
• Design and conduct foundational experiments, including A/B testing, to assess the effectiveness of AI-driven customer support and service automation.
• Document assumptions, test designs, success criteria, and outcomes clearly and comprehensively.
• Manage common data issues such as quality concerns, seasonal trends, and limited training data pragmatically and according to best practices.
• Employ predictive analytics to aid business partners in forecasting revenues and losses, budgeting, and risk management to proactively mitigate potential issues.
• Perform in-depth analyses to identify patterns, correlations, and root causes, increasing transparency into business and product performance.
• Collaborate closely with Product, Engineering, Data Science, Operations, and cross-functional teams to guide and support strategic decisions.
• Maintain a thorough understanding of TikTok's business challenges, core products, and competitive landscape.

Qualifications

• Proven experience with AI chatbots, automation, and performance measurement in operations within BPO, social media, or call center settings.
• Strong communication and interpersonal skills for effective collaboration with operational leadership and cross-functional teams.
• Efficient in prioritization, planning, multitasking, and translating tasks into structured processes.
• Minimum of 3 years in development or data/model pipeline creation, with hands-on application of Large Language Models (LLM) technologies to practical problems.
• Proficient in programming languages such as Python and SQL.
• Experienced in applied machine learning, particularly with LLMs, with a demonstrated ability to convert data into user insights and product enhancements.

• Preferred experience in customer support environments.
• Comprehensive understanding of data pipelines, model development, testing, and deployment procedures.
• Strong intellectual curiosity combined with excellent problem-solving and quantitative abilities to dissect issues, uncover root causes, and propose solutions.
• Background in community insights and content understanding is advantageous.

Trust & Safety Notice

This role involves interacting daily with a wide range of content types, including images, videos, and text, which may contain sensitive material such as bullying, hate speech, child safety concerns, and depictions of harm. Exposure to such content may be psychologically demanding. TikTok is committed to employee wellbeing, offering comprehensive programs to support physical and mental health throughout employment.

About TikTok

TikTok is a leading platform for short-form mobile videos with a mission to inspire creativity and bring joy. With headquarters in Los Angeles and Singapore and offices worldwide, TikTok fosters a diverse and innovative environment.

Why Work With Us

At TikTok, innovation and creativity drive our mission daily. We embrace challenges with curiosity and resilience, fostering a collaborative atmosphere where every team member contributes to meaningful breakthroughs. Diversity and inclusion are central to our culture, valuing unique perspectives and creating a workplace that reflects our global community.