Responsibilities
TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa.
About The Team
TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission. In this role, you will be focused on prioritizing, designing and launching policies, processes and workflow improvement programs that enhance TikTok's user and creator experience. You will be part of a global team, continuously assessing whether our policies and processes meet safety standards and are effective at delivering ambitious customer success goals. You will advocate for customers in critical product and operations forums and partner with cross-functional teams to drive transformational change.
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The Regional Partner Operational Manager is a newly created role focused on managing vendor partnerships and operations within the customer support function. This role will oversee BPO operations in Southeast Asia, ensuring vendor compliance with policies, procedures, and quality standards. The role requires strong vendor management experience, operational oversight, and process ownership.
Responsibilities
- Serve as the primary liaison for our BPO partners, building and nurturing robust, long-term relationships.
- Conduct regular business reviews with vendors to assess performance, discuss challenges, and identify opportunities for mutual growth.
- Oversee day-to-day vendor operations to ensure service delivery meets or exceeds agreed-upon SLAs and KPIs.
- Identify process gaps and implement scalable solutions to enhance operational efficiency and reduce costs.
- Ensure that vendor operations adhere to relevant regulatory and compliance standards, including data security and labor laws.
- Lead change initiatives, from system upgrades to process reengineering, in collaboration with both internal stakeholders and vendor partners.
- Drive innovation by leveraging vendor capabilities to improve service delivery and customer satisfaction.
- Develop strategic plans and contingency measures to address vendor-related challenges and minimize operational risks.
Qualifications
Minimum Qualifications
- 5+ years of experience in vendor management or BPO operations, preferably in a multi-site environment.
- Bachelor's degree in Business Administration, Management, or a related field.
- Proven track record in managing outsourced service providers in a multi-site or global environment.
- Strong analytical skills with advanced proficiency in MS Excel; familiarity with data visualization tools (e.g., Power BI, Tableau) is a plus.
- Excellent communication and negotiation skills, with a demonstrated ability to influence and collaborate with internal and external stakeholders.
- Experience managing cross-functional projects and driving process improvements.
Preferred Qualifications
- Experience working in a global context, managing vendors across multiple time zones.
- Familiarity with compliance and regulatory standards relevant to BPO operations.
- Background in call center or customer service operations.
- Proficiency in additional data analytics tools or CRM systems.