Responsibilities
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 platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, 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 communities we serve. Join us.
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About the Team
The SMB Quality team is dedicated to enabling our sales partners to deliver exceptional, customer-centric experiences. Together, we measure customer centricity through Customer Satisfaction (CSAT) scores and leverage these insights to inform decisions across all levels of the sales organization. Our team collaborates to identify and address sales blockers, improve sales performance, and provide actionable product feedback. By turning customer feedback into strategic actions, we ensure that the voice of the customer is at the heart of everything we do, driving meaningful outcomes for both our advertisers and our business.
About your role
We are seeking a dynamic and results-driven SMB Quality Operations Manager to lead the governance and outcomes of our vendor partnerships for Quality as a Service (QaaS) within the SMB Quality organization. In this role, you will act as the central point of contact between internal stakeholders and the vendor, ensuring alignment, high-quality output, and the safeguarding of vendor operations. The ideal candidate is a strategic thinker with a strong background in quality, vendor management, project execution, and data-driven decision-making.
Responsibilities:
- Lead the governance of our Quality as a Service vendor partnership, ensuring compliance with contractual agreements, quality standards, and organizational objectives.
- Act as the primary liaison between internal stakeholders and the vendor, managing workflows, expectations, and deliverables.
- Oversee the end-to-end project lifecycle for initiatives involving the vendor, from planning and execution to reporting and evaluation.
- Develop and implement governance frameworks to monitor vendor performance, track KPIs, and ensure accountability.
- Collaborate with internal teams to consolidate project requirements and priorities, managing vendor capacity and safeguarding their operations.
- Become a subject matter expert to conduct analysis of vendor-produced outputs to ensure quality, consistency, and alignment with business needs.
- Facilitate Business Reviews and strategic meetings to assess vendor performance, align on operational goals, and address process improvement opportunities, ensuring consistent delivery against KPIs and SLAs.
- Partnership with our vendor operations team for vendor sourcing processes, including RFI and RFP creation, evaluation, and selection, to align with business requirements.
- Identify risks or bottlenecks in vendor operations and implement solutions to mitigate them.
- Stay updated on best practices in vendor management, quality assurance, and SMB sales operations to continually improve processes and outcomes.
Qualifications
Minimum Qualifications:
- Bachelor's degree in Business, Operations Management, or a related field; advanced degree preferred or equivalent practical experience.
- Project management experience driving large initiatives across different levels of leadership and stakeholders.
- 5+ years of experience in vendor management, operations, or program management roles, preferably within a B2B or sales environment.
- Proven track record of managing vendor relationships and driving performance outcomes.
- Strong project management skills, with the ability to manage multiple initiatives simultaneously and deliver results on time.
- Analytical expertise and the ability to communicate effectively.
- Excellent communication and interpersonal skills, with experience engaging cross-functional teams and senior leadership.
- Demonstrated ability to balance stakeholder demands while maintaining vendor well-being and productivity.
Preferred Qualifications:
- Experience in digital advertising or technology-driven sales organizations.
- Familiarity with CRM systems and quality measurement tools.
- Demonstrated ability to implement scalable data infrastructure and analytics solutions.
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.
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2