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Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy e-commerce platform with a delightful service experience. SMT is looking for a Partner Operations manager to lead a team of ~100 BPO agents, leaders, and support staff. This team will be responsible for supporting TikTok Shops top merchants ensuring they have a frictionless experience on our e-commerce platform.

Role and Responsibilities
- Work with BPO suppliers to ensure a high performing tier 1 team to provide world-class services to customers, sellers and creators
- Oversee the coordination and execution of BPO suppliers' operational performance, driving improvements in service quality and cost efficiency
- Coordinate and execute complex customer/seller/creator services related projects in BPO sites
- Identify, develop, and drive plans to ensure BPO is meeting all performance related metrics (e.g. - customer satisfaction, service level, handle time)
- Optimize the working processes based on any improvement opportunities found by internal colleagues or external customers
- Maintain and iterate (where needed) a scorecard by BPO supplier, can prove the BPO success with solid data analysis
- Ensure proper staffing and contingency plans are in place to ensure consistent performance through normal business, seasonality, and new product introduction peaks
- Work with senior leadership and internal peer groups on continuous improvement projects targeted at improving customer experience
- Track vendor contacts daily to ensure consistent performance. Manage cost-related metrics such as Average Handle Time (AHT) and repeated contacts
- Own all operational escalations from vendor sites and ensure complete root cause deep dive analysis is completed each time to understand and drive improvements throughout the organization

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience, advanced degree preferred
- 5+ years of experience in managing global contact centers and BPO operations
- Ability to successfully function across groups and drive influence throughout all levels of the organization
- Excellent verbal and written communication skills; ability to synthesize complex and sometimes confusing information into succinct executive summaries
- Must have experience working with and managing outsourced vendors
- Experience with CRM tools and functionality
- Experience with contact center metrics and systems is required
- Demonstrated ability to analyze complex data sets and derive actionable insights
- Proven experience in conducting thorough investigations into data trends and anomalies, identifying root causes and potential impacts
- Strong focus on accuracy and thoroughness in data analysis and reporting
- Ability to attend some night-time meetings, including occasional weekend coverage for high-level escalations as needed

Preferred Qualifications
- E-Commerce or marketplace platforms experience
- Six Sigma training and COPC certified (certification is a plus)

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

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $104711 - $192533 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.