Tiktok Shop

Responsibilities
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact-for ourselves, our company, and the users we serve. Join us.
About the Team
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.

**Responsibilities**:

- Manage BPO suppliers to ensure a high performing team to provide world-class services to customers, sellers and creators.
- Identify areas of opportunities to improve performance, work with Partner Operation Leader to develop a comprehensive improvement plan.
- Monitor the execution of improvement plans to ensure BPO is meeting all performance-related metrics (e.g. - customer satisfaction, service level, handling time).
- Ensure SOP documentation/training material and all relevant frameworks are in place.
- Sharing performance report and raw data on a weekly basis to BPO for performance management.
- Taking note of action items and feedback on every meeting and assigning owner to each action item and following through the status of completion.
- Optimize the working processes based on any improvement opportunities found by internal colleagues or external customers.
- Review all escalation from the in-house team and provide comprehensive feedback to the BPO team.
- Work with the SOP, QA, Training and System teams to optimize new and existing processes impacting buyers/sellers/creators.
- Prompt communication and facilitate Train and Trainer on all SOP and product features update.
- Support Partner Operation Manager on all the bug issues reported by BPO team, raise on call and coordinate information needed for troubleshooting.
- Support ad-hoc projects and initiatives per business needs.

**Qualifications**:
Minimum Qualification
- Bachelor's Degree or equivalent education/experience.
- 4+ years' working experience in project/program management, online customer service, with at least 2 years' experience in a vendor operation role.
- Excellent coordination and communication skills across multiple cross-functional teams.
- Ability to use data to generate insights and solve complex problems.
- Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.

Preferred Qualifications
- Advanced degree in a relevant field.
- Track record of launching and delivering partner operations management improvements.
- Self-motivated and able to thrive in an ambiguous working environment.
- Able to travel to partner sites frequently.
- Experience in E-Commerce or marketplace platforms is a plus.

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.