Performance and Business Insights Manager, Customer Support - USDS

TikTok
Scottsdale, AZ
Category Operations
Job Description
We are TikTok’s USDS Customer Support team, dedicated to delivering industry-leading support for our users and creators while safeguarding the U.S. user experience. As a Performance and Business Insights Manager, you will lead and manage a team of insights analysts driving operational excellence and empowering world-class customer service teams.

Requirements

  • 3+ years experience in Trust & Safety, or similar industry experience
  • 2+ years of quality assurance experience, reporting, analytics/ operational excellence
  • Ability to use constructive and candid dialogue to influence others without relying on formal authority
  • Takes a measured and thoughtful approach to difficult situations, be comfortable with ambiguity, and be able to bounce back quickly from team challenges
  • Able to work with minimal supervision, taking ownership of work and completing tasks in a timely manner, while adapting rapidly to changing work environments, priorities, and organizational needs
  • Self-motivated individual with strong organizational and problem-solving skills, including the ability to transition between detailed data and high-level insights, as well as identify gaps in existing processes/ policies/procedures and ability to propose action plans to mitigate the issue
  • Experience in technical writing and technical communication

Benefits

  • Comprehensive and evidence-based programs to promote and support physical and mental wellbeing
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