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.

About
With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local service platform for users and partners.
In Local Services, through POI, Video, LIVE, Search, and other various products -- services and roles related to life are creatively connected, making the daily life experience richer, more unique, and more innovative.
At the same time, Local Services creates an inclusive and fair business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency.

About the team
With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local service platform for users and partners.
In Local Services, through POI, Video, LIVE, Search, and other various products -- services and roles related to life are creatively connected, making the daily life experience richer, more unique, and more innovative.
At the same time, Local Services creates an inclusive business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency.
In this regard, the Governance and Experience (GNE) team of Local Services seeks to preserve trust and uplift the user experience for TikTok Local Services, by designing and implementing end-to-end programmes that enable a safe, trustworthy and thriving international marketplace.

As the GNE Lead of Moderation & Service Delivery, you will be a key pillar of the team. You will help build and lead teams to execute on the delivery of our Moderation, Labelling and Service BPO operations. These are the backbone of any GNE team. You will ensure that our BPO operations are able conduct their tasks at scale, and deliver to the necessary quality, productivity and cost management standards as required by project requirements. In doing so, you will also ensure a fair detection and enforcement ecosystem for our Merchants and Creators, and deliver a good experience and service standard for our Customers and partners. You will hence work closely with Policy teams and other cross-functional teams, and serve as a key bridge between these teams and our BPO teams.

Responsibilities
1. Build, lead & develop a lean in-house team of Moderation, Labelling and Service BPO management experts -- to ensure that our BPO operations are able to deliver high-quality implementation and operational performance & service satisfaction standards.
2. Serve as a key bridge between Governance & Aftersales Policy and other teams, vis-à-vis BPO teams -- intake necessary policy & project requirements, translate them to downstream implementation standards, and execute on the delivery to the necessary standards.
3. Oversee or establish relationships with BPO vendors, ensuring that BPO operations meet our project requirements, productivity and cost-effectiveness.
4. Develop required training materials, processes, SOPs, and deliver them to ensure that BPO are able to onboard and deliver on project requirements.
5. Develop and conduct Quality Assurance / Quality Check processes and case checks which are statistically representative, to assess and ensure BPO quality and accuracy, in line with the delivery SLAs.
6. Regularly produce and present detailed reports on vendor performance, risks, opportunities, cost management, and other relevant metrics. Conduct RCA and resolve BPO-related issues in a timely fashion.
7. Provide timely feedback to Policy and other teams on Customers, Merchants and Creators pain points; propose improvement plans and work with teams to resolve upstream issues.
8. Select, evaluate and onboard potential BPO vendors, and manage contractual terms with them (if needed). Negotiate contracts and terms with current and potential BPO vendors.

Qualifications

Minimum Qualifications
1. Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields.
2. Data interpretation or analysis will be required for this role. Proficiency in utilising querying and analytical tools, and conducting data analysis (e.g., SQL, Python) is advantageous.
3. 5+ years of demonstrated experience in a role involving BPO operations, including enforcement, labelling, moderation, or service, preferably in the Internet, E-commerce, or O2O industry.
4. 3+ years managerial experience within related fields.
5. Have in-depth understanding of BPO management, including requirements management, SOP development, SLA, productivity, and quality-level related metrics, and BPO training, workforce planning and management. Familiarity with the BPO industry, including its trends and best practices.
6. Excellent report-writing and presentation skills. This role requires the ability to synthesise research and analysis, and to present the outcomes and recommendations in a legible and structured written format to management and stakeholders.
7. Possesses strategic thinking, as well as programme management and communication skills, with the ability to manage and push complex projects, as well as influence multiple cross-functional teams.

Preferred Qualifications
1. Familiarity with O2O, E-commerce, or other online and offline local services, governance & customer experience, regulatory and compliance requirements.
2. Proactive, independent and driven; able to thrive in ambiguity and handle multiple competing priorities in a fast-paced environment.
3. Excellent communication skills, including a demonstrated ability to develop and communicate complex policies and processes in writing. Outstanding communication and training skills is required.

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.