Performance Analyst - USDS

Responsibilities
As the Performance Analyst, you will be pivotal team member providing support to TikTok's U.S. Data Security Trust and Safety Operations by monitoring our performance standards through generating and maintaining performance scorecards for Trust & Safety Operations internal and external teams including but not limited to content moderation, monetization integrity, user support, and CEMO. The Performance Analyst is expected to react to real-time service impacting events including new workflow implementation, and adjusted performance metrics; providing analysis and recommendations on performance results to the leadership team; provide application/tool support and escalation of technical incidents; and providing timely communications to both BPOs and internal operations. Our Performance Analyst performs a critical function that supports our efforts to address objectionable or disturbing content. Content that the Performance Analyst interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder. It is possible that this role will be exposed to harmful content on a daily basis. In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time. Responsibilities - Continuously tracking and evaluating key performance indicators related to Trust & Safety teams' operations including but not limited to: accuracy, Average Handle Time (AHT), schedule adherence, and volume of tasks handled by team members - Analyzing data trends to identify patterns, anomalies and insights, providing recommendations for improving workflows and optimizing team performance - Generating regular performance scorecards to track performance and guide standards for performance incentives - Producing regular performance reports for senior leadership, highlighting trends, areas of concern, and performance against established KPIs - Collaborating with cross-functional teams including Delivery Operations, User Support, CEMO, Quality Assurance, Product, and others to identify opportunities for improving tools, processes, and policies based on performance data - Regularly communicating performance inisghts and recommendations to management, team leads, and otehr stakeholders, ensuring alignment with team goals and business objectives - Providing ad-hoc analysis and insights to support business decision-making, ensuring Trust & Safety strategies are data-driven and aligned with business priorities - Ensuring that performance analysis is delivered on a timely basis for shift bidding processes - Attends and/or hosts weekly and biweekly meetings with Operational leaders
Qualifications
Minimum Qualifications: - At least 2 years of performance analyst or similar experience - At least 2 years experience using a excel or sheets to analyze performance - Strong communication and presentation skilsl with the ability to explain complex data to non-technical stakeholders - Outstanding analytical skills and ability to see trends and patterns in data - Outstanding decision-making ability and the ability to work independently Preferred Qualifications: - At least 2 years experience within a Trust & Safety environment - Solid understanding of content moderation and user support tools or platforms - 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.
Job Information
(For Pay Transparency)Compensation Description (Annually)
The base salary range for this position in the selected city is $83600 - $ annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
About USDS
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security ("USDS") is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect - and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
USDS Reasonable Accommodation
USDS 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