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Description
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. The 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 Global Outsourcing Solutions Program Manager to be responsible for implementing strategic global BPO outsourcing programs aimed at improving business efficiency and enabling growth. This role requires excellent program management skills and the ability to work cross-functionally with teams around the world.

Roles & Responsibilities
- Cross-Functional Support: Act as the primary interface with various Global E-commerce functions to address outsourcing requirements and facilitate program deployment.
- Stakeholder Consultation: Provide guidance and support to internal stakeholders on BPO management best practices.
- Program Coordination: Coordinate with Points of Contact across Lines of Business for all phases of new program deployments, including requirement gathering and resource planning.
- Program Management: Oversee complex cross-functional programs involving multiple BPO partners globally.
- Procurement Collaboration: Work with the procurement team to manage RFx processes for BPO optimization, support contract reviews, and evaluate partner performance.
- Performance Improvement: Collaborate with Global Vendor Management to identify improvement areas, implement solutions, and conduct financial analysis on BPO cost metrics.
- Contract and supplier management: Drive contract renewal and optimization and lead supplier segmentation and performance evaluation.
- Market Intelligence & Data analysis: Deep dive into the market intelligence of the BPO industry and find more competitive solutions for business needs. Based on As-Is analysis and findings from the market, setup the dashboard for Global E-Commerce.

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in Procurement, preferably working with BPO in Contact Center/Customer Service outsourcing service at regional or global capacity.
- Proficient skills in Excel and good at data analyzing, familiar with formulas and Pivot Tables.
- Experience in program management and ability to manage large, complex programs and drive change.
- Strong problem-solving, prioritization, and project management skills.

Preferred Qualifications
- Experience with specific procurement software or tools.
- Knowledge of industry best practices in procurement.
- Additional certifications related to procurement or project management.
- Familiarity with emerging trends in procurement or customer service outsourcing.

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.

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