Job Description

About the Role

As a AI Analyst within the Performance & Insights Customer Support team, you will play a key role in developing and executing on analytics and reporting initiatives which deliver data-driven insights to internal and external stakeholders, including strategy, operations, business, engineering, and R&D teams globally. You are playing a key role in empowering TikTok platform to achieve AI automation. You will contribute to the development of industry-leading capabilities to optimize system configuration, resource allocation, scheduling, and BPO operations in fast-paced environments while monitoring performance and continuously looking for areas to improve efficiency and enable high standards of Customer Service Support.

Responsibilities

This role is responsible for developing and executing on analytics and reporting initiatives which deliver data-driven insights to internal and external stakeholders, including strategy, operations, business, engineering, and R&D teams in both US and globally. You are playing a key role in empowering TikTok’s platform to achieve AI automation. You will contribute to the development of industry-leading capabilities to optimize human-AI task allocation, enhance operational efficiency through intelligent automation, and drive scalable solutions that improve user and agent experiences globally.You must be able to work both independently and as part of a team to deliver on a dynamic set of needs in a fast-paced environment. Specific responsibilities include:

- Work with large datasets to solve problems that could be ambiguous and nuanced using a variety of analytical and statistical approaches.

- Conduct quantitative analysis using statistical regression, machine learning, as well as hypothesis testing and present analysis and recommendations in a user friendly manner to propel business growth and customer satisfaction.

- Develop a scientific approach to measure KPI fluctuation, impact of business initiatives, and customer experience and design indexes for continuous monitoring.

- Design and implement foundational tests including A/B for measuring the effectiveness of customer support automation and customer service.

- Create documentation articulating the underlying assumptions, design of test, success metrics, and conclusion.

- Have familiarity with best practices and pragmatic approaches for addressing common issues including data quality, seasonality, insufficient training dataset, etc.

- Perform predictive analysis and support business partners with revenue and loss forecasts, budgeting, risk and incident management to proactively address foreseeable challenges.

- Conduct deep dive analysis and diagnosis to identify patterns, concentrations, correlations, root causes to provide transparency into business and product performance.

- Partner with Product, Engineering, Data Science, Operations and cross-functional teams to inform, influence, support, and execute strategy and decisions.

- Demonstrate understanding of common challenges facing TikTok business, key products, and the competitiveness of the marketplace.

Minimum Qualification(s)

- You have experience working on AI chatbot, automation, and measurement and impact in an Operations role within a BPO / Social Media / Call center environment;

- You have the ability to work effectively in a dynamic environment, strong interpersonal and communication skills to engage with operational leadership and xfn stakeholders;

- You are efficient and able to prioritize, plan and multi-task with the ability to translate action steps into a systematic process;

- At least 3 years of experience in development or model/data pipeline development, with hands-on experience applying LLM technologies to real-world problems;

- Strong proficiency in programming languages in both Python and SQL;

- Experience in applied ML, particularly with Large Language Models (LLMs) and a strong track record of translating data into user insights and product impact;

Preferred Qualification(s)

- Experience with Customer Support (an advantage);

- Clear understanding of data pipeline, model development, model testing and deployment;

- Intellectual curiosity, along with excellent problem-solving and quantitative skills, including the ability to disaggregate issues, identify root causes and recommend solutions;

- Prior experience in working on community insights / content understanding;