Vendor Operations Program Manager

2 weeks ago


Singapore TikTok Full time

Responsibilities:

  • Regional vendor program leadership for EMEA technical product support CX operations team and engage as the key Point of Contact (POC) with the vendor leadership teams
  • Own the first layer of customer experience for ad products troubleshooting, including reengineering processes, innovating service models and driving exceptional customer satisfaction
  • Strategic leadership to design and execute on all product support workflows across the vendor programs, partner with a global team of technical support specialists to impact the operational Key Performance Indicators (KPIs)
  • Engage in root cause analysis of all efficiency and effectiveness related KPIs and manage all aspects of performance across the programs, execute process improvement projects
  • Lead trend analysis from customer service data and aggregate to lead regional In-house & Vendor Business Reviews and product deep dives to improve efficiency and effectiveness
  • Lead tactical projects across day to day Operations Management, Workflow Management, WFM, Training & Quality Assurance, partner with in-house & vendor site resources
  • Lead goal setting for global delivery teams leverage industry standard models, track across leading & lagging metrics such as Service Level Agreement (SLA), Customer Satisfaction (CSAT), Ticket resolution time
  • Managed allied aspects of vendor operations including but not limited to Invoicing & Budgeting, Demand and capacity utilization & all internal process that support service delivery
  • Innovate service models across existing support channels and aid in feature development of customer service tools portfolio

Qualifications:

  • BA/BS degree or equivalent practical experience
  • 5+ years managing large-scale global Vendor operations teams in Technical Customer Support
  • 3+ years of managerial experience in Customer Success or operations related position
  • Preferred experience of working with Vendors & 3rd party service providers for Technical Customer Service
  • Experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems
  • Experience in Advertising/Digital industry is a plus
  • Data analysis knowledge using Tableau, Google Studio is a plus
  • COPC, PMP certifications are a plus

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.



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