Performance and Business Insights Manager, Customer Support - USDS

Responsibilities

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. We help inspire creativity and bring joy by operationalizing safety policies with rigor, proactively protecting our community through technology, and ensuring our support ecosystem remains trusted, compliant, and aligned with evolving U.S. regulatory expectations.

As a Performance and Business Insights Manager, you will be leading and managing a team of insights analysts driving operational excellence and empowering world-class customer service teams. You and your team will play a pivotal role in supporting and delivering business insights from QA audits and CSAT reviews to internal stakeholders and business leaders and conducting ops wide analyses (RCA) and deep dives for all support queues. Furthermore, you will be responsible for ensuring that the QA results serve as valuable business intelligence, facilitating process enhancements, and addressing areas needing improvement.
In this crucial position, you will propose evidence-based solutions, enabling your key partners to make informed decisions across the entire product and operations lifecycle of User Support queues.

Responsibilities
1. Lead organization-wide RCA, CSAT and operational performance analysis to understand quality of business operations.
2. Consult the business and support key stakeholders to reveal operational inefficiencies within Support queues and uncover hidden problems beyond what is obvious.
3. Support in Monthly Quality Report, and Monthly Business Reviews.
4. 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.

5. Support calibration process and support team scorecard process.
6. Analyze quantitative and qualitative datasets from QA processes to generate impact-driven recommendations for department partners including Training, Projects, WFM.
7. Own, manage, and in some cases, advocate business cases for the development of new tools to support the QA processes within customer Support.
8. Collaborate and partner with stakeholders in data & analytics, to support the creation of tooling and a dashboard for the Quality Department
9. Expert in processes including auditing, RCA, and calibration.
10. 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.
11. Develop automated reporting by ensuring data quality through documentation and providing quality assurance of delivered insights.
12. Collaborate with both executive management and front-line employees in order to establish and maintain effective working relationships among queues and QA teams.
13. Communicate effectively with technical and non-technical audiences both verbally and in writing
14. Design and analyze product experiments and suggest a framework to communicate results.

Qualifications

Minimum Qualifications
- 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 Qualifications:
- 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.