Responsibilities
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact-for ourselves, our company, and the users we serve. Join us.
E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality. The quality of our businesses (sellers) and their products is a critical pillar to ensure our mission of providing high-quality products, fast and convenient fulfillment experience, and good seller services.
We are seeking a skilled and analytical Business Analyst to join our Fulfillment Experience team. This role will play a crucial part in shaping and enhancing our end-to-end customer fulfillment journey. The ideal candidate will leverage data to optimize the experience from order placement to delivery, improving key performance indicators (KPIs) such as Late Dispatch Rate, customer satisfaction, and issue mitigation efficiency. You will work cross-functionally with product, logistics, customer service, and operations teams to provide insights that drive continuous improvements in our fulfillment processes.
Key Responsibilities:
1. Data Analysis & Insights:
- Analyze large datasets to uncover trends, identify areas of improvement, and provide actionable insights to enhance the customer fulfillment experience.
- Develop and maintain dashboards to monitor key metrics such as Fulfillment Abnormality Rate, Late Dispatch Rate, and Customer Complaints Rate.
- Support decision-making with data-driven insights, including building and testing hypotheses related to fulfillment KPIs.
2. Performance Metrics Optimization:
- Work closely with the team to establish benchmarks and track performance across key fulfillment metrics (e.g., On-Time Delivery rate, Aging and Lost, and customer contact rates).
- Identify opportunities to improve sellers' enablement and customers' satisfaction
3. Project Support & Collaboration:
- Collaborate with program managers, logistics teams, and customer service to provide analysis that supports key projects aimed at improving buyer and seller satisfaction.
- Assist with developing business cases and quantifying the impact of proposed initiatives to secure buy-in from stakeholders.
4. Fulfillment Abnormality Rate:
- Track and analyze recurring fulfillment issues, such as delays, damaged items, or delivery errors, to identify root causes and recommend solutions.
- Collaborate with the XFN team and the FulEx program manages to enhance E2E communication and mitigation processes.
5. Reporting & Presentation:
- Communicate findings and recommendations effectively to cross-functional teams and stakeholders through reports, visualizations, and presentations.
- Prepare regular reports to inform leadership of fulfillment performance, including successes, challenges, and key areas for improvement.
Qualifications
Minimum Qualifications:
- Bachelor's degree in Business, Economics, Data Science, Statistics, or a related field. Advanced degree is a plus.
- 3+ years of experience as a Business Analyst, preferably in e-commerce, logistics, or fulfillment.
- Strong analytical and problem-solving skills, with experience in data analysis tools like SQL, Python, R, or similar and proficiency in data visualization tools such as Tableau, Power BI, or Looker.
- Familiarity with e-commerce fulfillment processes and KPIs, including delivery time accuracy, return processes, and inventory management.
- Excellent communication skills with the ability to present data and insights clearly to both technical and non-technical stakeholders.
Preferred Skills:
- Experience in logistics, last-mile delivery, or customer service analytics.
- Understanding of e-commerce platforms and seller/buyer dynamics.
- Knowledge of agile methodologies and experience working in a dynamic, iterative environment.
- Ability to work collaboratively in a cross-functional environment and manage multiple priorities in a fast-paced setting.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at