Escalation Response Data Analyst - USDS

About TikTok U.S. Data Security
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 subsidary 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.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, 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 communities we serve.
Join us.

Team Intro
The Risk & Response Team handles risk detection, prevention and handling in the United States. The team is dedicated to maintaining a safe and secure online environment by actively monitoring and responding to emergent threats, ensuring compliance with legal regulations, and address real-life implications of online content.
As an Escalation Data Analyst, you will be at the forefront of analyzing both quantitative and qualitative data, generating insightful judgments, and crafting impactful products for internal cross-functional partners.

Your support is crucial in responding to high-priority escalations, where you will operate swiftly to provide in-depth data analysis and contribute to post-mortems, root cause analyses, and the ongoing improvement of policies, processes, and tools. Handling sensitive information with discretion, you will play a key role in ensuring compliance with regulations while interpreting and applying TikTok's Community Guidelines to inform your analytical initiatives.
In this role you may be exposed to harmful content as part of their core day-to-day functions, as well as in project work; in response to escalation requests; or by chance.
Some content viewed my violate our community guidelines which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

This position will be full-time and will be based in Mountain View or Los Angeles location and will entail a Tuesday through Saturday, or Sunday through Thursday work week. It also requires participation in a 24/7 on-call schedule, which will include holiday support.

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:
- Analyze quantitative and qualitative data to generate analytic judgments and products for internal Trust & Safety cross-functional partners
- Utilize data plus internal tools and systems to help Trust & Safety teams analyze trends, identify patterns, and share insights; transform data sets and quantitative and qualitative analysis into compelling visuals
- Share data and insights that illuminate policy gaps and grey areas
- Design, develop, and maintain reliable metrics and dashboards and build expertise on how to centralize information in a consistent manner; solve for repeatability and scalability of data and metrics
- Identify tooling discrepancies, provide recommendations for improvements, and liaise with engineering and product teams to implement solutions; enhance team’s work through recommendations for optimizing tooling
- Design and implement new operational workflows and track progress via a project plan; enhance existing operational workflows via process improvements
- Operate quickly and diligently to provide in-depth data analysis support for high priority escalations
- Proactively identify and evaluate emerging risks; support the launch of an escalation as necessary
- Support post-mortems following every escalation to address process, product, or policy issues discovered throughout the escalation, share critical data insights with cross-functional partners and leadership, and establish action items to mitigate future risks
- Support root cause analysis investigations as necessary to reduce the likelihood of recurring escalationsQualifications
- Bachelor's degree in computer science, cybersecurity, engineering, applied mathematics, statistics, data science, quantitative social sciences, or equivalent practical experience
- Advanced proficiency in SQL or other relational database languages, and ability to create advanced data visualizations
- Intermediate understanding of descriptive statistics
- Ability to independently troubleshoot technical issues or bugs
- Analytic and investigative experience assessing large datasets
- Experience protecting highly confidential information while being a strategic, critical thinker with analytical and creative problem-solving skills
- Demonstrated experience as a collaborative team player, and experience working with non-technical and technical teams to structure measurement frameworks, metrics, and analysis deliverables

Preferred qualifications:
- Ability to thrive in fast-paced, ambiguous environments, prioritize work, and make grounded decisions in high-pressure situations
- Comfortable dealing with high priority escalations, ambiguity and grey areas, and collaborating with subject matter experts to quickly resolve issues
- Highly organized with experience prioritizing multiple functions and tasks while managing their work time efficiently without compromising quality
- Experience in escalations or crisis management space, especially at a fast-paced tech company
- Investigations experience in Trust & Safety, Law Enforcement, Intelligence, Security, or Risk fields.
- Experience in crisis management, strategic response, escalations investigations, or related field.
- 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.

Wellbeing Statement
Trust & Safety recognizes that keeping our platform safe for TikTok communities is no ordinary job. It can be rewarding, psychologically demanding, and emotionally taxing. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start: so our candidates are well informed before proceeding.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

D&I Statement
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.

Accommodation Statement
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 https://shorturl.at/ktJP6

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.