Escalation Response Data Analyst

1 week ago

Sydney, Australia TikTok Full time

Responsibilities
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 for TikTok USDS 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.

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 our Sydney 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.

**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 (RCA) investigations as necessary to reduce the likelihood of recurring escalations
- Handle sensitive information in a manner complying with our Terms of Service, applicable laws and regulations, and internal operating procedures while protecting user privacy
- Review sensitive content issues, including but not limited to violent and graphic images, offensive or derogatory language, child safety, and other potentially objectionable material

**Qualifications**:
Qualifications
- 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 iss

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