Program Manager for Vendor Operations

7 days ago


Singapur, Singapore TikTok Full time

Team Overview

  • The Monetization Customer Experience team delivers comprehensive technical product assistance across our Advertising Products & Platforms ecosystem.
  • Our team operates globally, ensuring support for both internal and external stakeholders.
  • We collaborate closely with Product Specialists and Engineering teams to address issues, rectify bugs, and ensure customer feedback is integrated into our product development.
  • This role is situated within our rapidly expanding Technical Product operations function, focused on creating scalable technical support solutions through both in-house and vendor teams.

Key Responsibilities

  • Lead regional vendor program initiatives for the APAC technical product support customer experience operations team, serving as the primary point of contact with vendor leadership.
  • Oversee the initial layer of customer experience for advertising product troubleshooting, including process re-engineering, innovative service model development, and driving superior customer satisfaction.
  • Provide strategic direction to design and implement all product support workflows across vendor programs, collaborating with a global team of technical support specialists to influence operational KPIs.
  • Conduct root cause analysis on efficiency and effectiveness KPIs, managing performance across programs and executing process improvement initiatives.
  • Analyze customer service data trends and compile insights to lead regional business reviews and product evaluations aimed at enhancing efficiency and effectiveness.
  • Manage tactical projects related to daily operations, workflow management, workforce management, training, and quality assurance, collaborating with both in-house and vendor resources.
  • Establish goals for global delivery teams, utilizing industry-standard models and tracking key performance indicators such as SLA, CSAT, and ticket resolution times.
  • Oversee various aspects of vendor operations, including invoicing, budgeting, demand and capacity utilization, and all internal processes that support service delivery.
  • Innovate service models across existing support channels and contribute to the development of customer service tools.

Minimum Qualifications

  • Bachelor's degree or equivalent practical experience.
  • A minimum of 5 years managing large-scale global vendor operations teams in technical customer support.
  • At least 3 years of managerial experience in customer success or operations-related roles.

Preferred Qualifications

  • Experience working with vendors and third-party service providers in technical customer service.
  • Proven ability to build, manage, and influence relationships with senior stakeholders, leveraging data to derive insights and solve complex challenges.
  • Experience in the advertising or digital industry is advantageous.
  • Familiarity with data analysis tools such as Tableau or Google Studio is a plus.
  • Certifications such as COPC or PMP are beneficial.


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