AI Analysis & Performance Analyst

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 in both globally. You are playing a key role in empowering Tik Tok 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 Tik Tok’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 Tik Tok business, key products, and the competitiveness of the marketplace.

Requirements:

• Minimum Qualification(s)

• You have experience working on AI chatbots, automation, and measurement and impact in an Operations role within a BPO, Social Media, or Call Center environment.

• You have 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.

• 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.