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Vendor Management Specialist

1 week ago

Singapore This is an IT support group Full time
About Us
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects billions of users worldwide. We believe that every challenge is an opportunity to learn, innovate, and grow as one team.

Job Description
This role is part of our global commerce operations team, responsible for building a safe and trustworthy marketplace for users and partners. We value user experience and work on policies, rules, products, and systems to ensure quality. The ideal candidate will manage BPO suppliers to ensure high-performing teams provide world-class services to customers, sellers, and creators.

Responsibilities:
1. Manage BPO suppliers to ensure high-performing teams providing world-class services.
2. Identify areas of improvement and work with partner operation leaders to develop comprehensive plans.
3. Monitor execution to meet performance-related metrics such as customer satisfaction, service level, and handling time.
4. Ensure SOP documentation, training material, and relevant frameworks are in place.
5. Share performance reports and raw data on a weekly basis with BPO teams for performance management.

Requirements
A Bachelor's Degree or equivalent education/experience is required. At least 4 years' experience in project/program management, online customer service, and at least 2 years' experience in a vendor operation role is necessary. Excellent coordination and communication skills across multiple cross-functional teams are essential.