TikTok Shop - Business Analyst

About the Team

Governance and Experience is a global team dedicated to building a safe and trustworthy marketplace for both users and partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.



The Service and Moderation Team (SMT), a key part of the GNE organization, provides Customer Service to Buyers and Selling Partner Support to Sellers and Creators on TikTok Shop.​We are seeking a Business Analyst to enhance our metrics reporting system, own business reviews, and support data-driven decision making. In this role, you will serve as a strategic analytics partner to the operations team, responsible for developing comprehensive reports, conducting in-depth analyses, and proactively uncovering insights that drive business growth.



What You Will Do:

- Work with stakeholders and leadership to understand business needs, define requirements, and build scalable analytics solutions to allow continuous monitoring of KPIs in a self-serve manner

- Benchmark and track progress of KPIs against goals and key initiatives.

- Support ad-hoc data and analyses requests to enable strategic decision-making in a fast-paced environment

- Continuously monitor and analyze key metrics to proactively identify anomalies; investigate to uncover root causes and surface areas of opportunity

- Develop and own high-quality reporting frameworks for weekly, monthly, and quarterly business reviews including report enhancements, deepdives, and presentation to leadership

- Build and maintain interactive dashboards and data visualisations that enable stakeholders to conduct deep dives efficiently

- Create and maintain data and process documentation for reference by technical and non-technical users

- Effectively communicate changes in metrics, insights, and recommendations to stakeholders, including senior management, operations, and business teams

- Ensure data accuracy and consistency by implementing data validation checks and working closely with data engineering teams to resolve data discrepancies

- Collaborate with cross-functional teams to brainstorm and provide recommendations for optimizing business performance