Responsibilities
Team Intro
Our User Support Team is responsible for providing timely, high quality support to the TikTok community. Be it a forgotten account login credential or a technical issue, we provide friendly, on-brand resolutions 7 days/week. As a Trust & Safety Partner Operations Lead, you will be on the front lines of USDS Trust and Safety at an office in Nashville, and/or Scottsdale. The Partner Operations Lead will report to the Partner Manager and will lead a quickly growing team of Vendors with the goal of providing TikTok users a superior experience. This is the role for you if you are deeply passionate about partner management, are counted on as a thought people leader in your current user support role, and are interested in continuing your career in the world of partner management. You like moving quickly, and you believe in the power of TikTok. This position will be full-time and based in Nashville, and/or Scottsdale.
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In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
Responsibilities
- You will create innovative plans that drive the programs/projects to continuous delivery and success through strong service delivery of core OKR/goals (Latency, utilization, quality, wellness)
- You will hold the partner site accountable and help set a clear path towards operational excellence
- You will own the partner relationship for outsourcing performance including monitoring delivery, vendor performance management; This includes identifying operational performance, compliance risk and mitigations proactively within the assigned sites and/or lines of businesses
- You will crisply articulate site performance and any remediation plans to an executive level becoming a subject matter expert for partner site
- You need to manage multiple responsibilities simultaneously and efficiently prioritize and meet deadlines
- Able to lead weekly, monthly, and quarterly business reviews
- Work closely with the QA team to evaluate the efficiency and performance of the overseas content review team, serve as a communication hub between TikTok and the vendors, and work with partners to improve performance
- Work closely with the Training team to ensure vendor trainers are certified, and assist in the planning and excution of new training requirements of product launches or continuous SOP enhancements
- You will be responsible for auditing and validating vendor invoices for accuracy and submitting for internal approval
- You will support complex vendor structure and internal stakeholder relationships and ensure adherence to standard operating procedures
- You will perform root-cause analysis on incidents that impacted the vendors' ability to deliver on contractual key objectives
Qualifications
Minimum Qualifications:
- Bachelor's degree or 4+ years in Vendor Management/Operations Management experience
- You have experience working with cross-functional teams, handling expectations and timelines, and monitoring performance in a fast paced work environment
- You have strong oral and written communications and influencing skills, and are able to navigate a global organization, influence stakeholders and affect outcomes; You have the ability to gain trust and influence with limited direct authority
- You have the ability to think outside the box to identify issues and work to resolve them in partnership with business leaders but also bring ideas to innovate in our day to day operations
- You come with experience in large scale operations working across or coordinating with multiple domains and business units
- Advanced knowledge in Excel/Sheets
- Travel is required by ~ 40%-60% for this role; Travel is in accordance with state safety protocols along with adhering to destination regulations
Preferred Qualifications:
- Contact Center Operations Management or Program management background
- Trust & Safety operations experience
- Experience in the Digital/Media industry