BPO and Partner Operations Lead

1 week ago

Singapore TikTok Pte. Ltd. Full time $104,000 - $130,878 per year

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.

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