BPO and Partner Operations Lead

Global Operations

BPO and Partner Operations Lead

Location

:

Singapore

Employment Type

:

Regular

Job Code

:

A01232

Responsibilities

About the Role

As the BPO and Partner Operations Lead , you will lead and grow a multi-disciplinary team focused on strengthening BPO and Partner Operations. You will design strategies, translate them into executable plans, and drive implementation in partnership with internal and cross-functional leaders. Your work will directly shape the support experience for our users and creators worldwide.

Responsibilities:

Partner Management (Partner-Facing Leadership)

• Serve as the senior point of contact for BPO partners, building strong, performance-driven relationships.
• Design and implement operational strategies to enhance efficiency, quality, and collaboration across sites.
• Ensure all partner operations meet compliance, data privacy, and regulatory standards.
• Identify issues, align stakeholders, and drive execution in a fast-changing environment.

Workflow & Performance Ownership (Operational Execution)

• Own end-to-end workflows managed by the partnership team to deliver best-in-class user and creator support.
• Monitor KPIs and implement strategies to enhance support efficiency and satisfaction.
• Lead a team of partner managers, implementation managers, and quality specialists — driving engagement, development, and performance.
• Collaborate with cross-functional teams (product, training, quality, engineering) to ensure user-centric policies and processes.
• Foster a culture of continuous improvement, staying ahead of industry trends and best practices.

Qualifications

Minimum Qualifications:

• 5+ years of experience leading vendor management or BPO operations in a multi-site/global environment.
• Solid and extensive experience in Customer Service, E-commerce industry
• At least 5 years in a leadership role managing both ICs and managers.
• Strong experience driving strategic programs while executing at a tactical level.
• Background in technology, with proven ability to adapt quickly and exercise sound judgment.

Preferred Qualifications:

• Track record managing outsourced service providers at scale.
• Strong diversed awareness and empathy for users across diverse markets.
• Familiarity with social media challenges, regulatory sensitivities, and crisis management.

Job Information

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

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We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

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Diversity & Inclusion

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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.