TikTok Commerce - Partner Operations Manager

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.

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:
- 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 reports and raw data on a weekly basis to BPO for performance management;
- Taking note of action items and feedback at every meeting assigning the owner to each action item and following through with 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 updates;
- Support Partner Operation Manager on all the bug issues reported by the BPO team, raise on call, and coordinate information needed for troubleshooting;
- Support ad-hoc projects and initiatives per business needs.

Qualifications

Minimum Qualifications:
- BA/BS degree or equivalent practical experience;
- Requires a minimum of 3 years experience in a customer service environment;
- Demonstrates effective, clear, and professional written and oral communication;
- Experience building, managing, and influencing relationships with internal stakeholders;
- Using data to generate insights and solve complex problems

Preferred Qualifications:
- Eager to learn, initiative taker, and problem-solver;
- High problem-solving and priority skills;
- Thrives in fast and dynamic environments;
- Ability to work under high pressure;
- Must be customer service and result-oriented;
- Excellent skills for communicating and relating with both team members and customers.

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