Shop - Partner Operations Manager

Responsibilities

Our E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. The Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of Tik Tok Shop.

We provide customer support to all US Tik Tok Shop buyers across their full end-to-end journey, including presales, logistics, and aftersales.

• Work with BPO suppliers to ensure a high performing tier 1 team to provide world-class services to customers, sellers and creators.
• Be responsible for the overall coordination and execution of the BPO suppliers' operational performance, push service quality and cost efficiency to a healthy trend.
• 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 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 leadership and internal peer groups on continuous improvement projects targeted at improving customer experience.
• Own vendor cost per contact trending well. Manage cost related metrics like AHT, repeated contacts, etc. Audit monthly billing invoices prior to submission for accuracy.
• 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.
• Ability to attend some night-time meetings including occasional late-night or weekend coverage for high level escalations as needed.

• BA/BS degree or equivalent practical experience.
• 3+ years of managing global contact center business, BPO management experience is preferred.
• Ability to successfully function across groups and drive influence throughout all levels of the organization.
• Experience working with and managing outsourced vendors.
• Experience with CRM tools and functionality.
• Experience with contact center metrics and systems.

• Experience in eCommerce or marketplace platform is a plus.
• Six Sigma training and COPC certified (certification is a plus).

Tik Tok is the leading destination for short-form mobile video. At Tik Tok, our mission is to inspire creativity and bring joy. Tik Tok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Inspiring creativity is at the core of Tik Tok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people.

We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless.

Join us.

Tik Tok 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 Tik Tok, our mission is to inspire…