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TikTok · 15 hours ago

Performance and Business Insights Manager, Customer Support - USDS

Scottsdale, AZ

Full-time

Onsite

Mid, Senior Level

3+ years exp

TikTok is the leading destination for short-form mobile video, and they are seeking a Performance and Business Insights Manager for their USDS Customer Support team. The role involves leading a team of insights analysts to drive operational excellence and deliver business insights to support customer service teams.

Content CreatorsContent DiscoveryMedia and EntertainmentSocial MediaVideo

H1B Sponsor Likely

Responsibilities

Lead organization-wide RCA, CSAT and operational performance analysis to understand quality of business operations

Consult the business and support key stakeholders to reveal operational inefficiencies within Support queues and uncover hidden problems beyond what is obvious

Support in Monthly Quality Report, and Monthly Business Reviews

Utilize visualization and descriptive information to connect disparate ideas into cohesive, well-grounded insights for scalable and intuitive reporting with the goal of better aligning internal processes within User Support queues

Support calibration process and support team scorecard process

Analyze quantitative and qualitative datasets from QA processes to generate impact-driven recommendations for department partners including Training, Projects, WFM

Own, manage, and in some cases, advocate business cases for the development of new tools to support the QA processes within customer Support

Collaborate and partner with stakeholders in data & analytics, to support the creation of tooling and a dashboard for the Quality Department

Expert in processes including auditing, RCA, and calibration

Must be able to see beyond the spreadsheet and understand stakeholders’ requests and end goals in order to advise on short or long-term solutions

Develop automated reporting by ensuring data quality through documentation and providing quality assurance of delivered insights

Collaborate with both executive management and front-line employees in order to establish and maintain effective working relationships among queues and QA teams

Communicate effectively with technical and non-technical audiences both verbally and in writing

Design and analyze product experiments and suggest a framework to communicate results

Qualification

Quality AssuranceData AnalysisOperational ExcellenceStakeholder CommunicationTechnical WritingResilienceProblem-SolvingOrganizational SkillsAdaptabilityTeam Collaboration

Required

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

Preferred

Knowledge of social media platforms and community management

Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role

Your resilience and commitment to self-care to manage the emotional demands of the role

Benefits

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

Company

TikTok

Glassdoor3.4

TikTok is a short-form video entertainment app and social network platform. It is a sub-organization of ByteDance.

Founded in 2003

Los Angeles, California, USA

10001+ employees

https://www.tiktok.com

H1B Sponsorship

TikTok has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (979)

2024 (601)

2023 (387)

2022 (322)

2021 (133)

2020 (72)