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Global Vendor Operations Manager

2 months ago

Singapur, Singapore TikTok Full time
About the Role

The Monetization Customer Experience team at TikTok provides omnichannel technical product support across our Advertising Products & Platforms ecosystem. Our team is based globally, providing global coverage for our internal and external stakeholders. We partner with Product Specialist & Engineering teams to resolve issues, fix bugs & ensure the VOC of the customer is fed back into the products we develop.

Key Responsibilities
  • Regional vendor program leadership for APAC technical product support CX operations team and engage as the key POC with the vendor leadership teams
  • Own the first layer of customer experience for ad products troubleshooting, including re-engineering 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 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 Inhouse & 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 & QA, 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 SLA, CSAT, Ticket resolution time
  • Managed allied aspects of vendor operations including but not limited to Invicing & 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
Requirements
  • 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 Qualifications
  • 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