Responsibilities
About
Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.
About The Team
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.
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It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.
This may occur in the form of images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.
Requirements:
- 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
- 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
- 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.
- 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.