Vendor​/BPO Partner Operations Manager, TikTok Shop - USDS

Vendor/BPO Manager

E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for users, sellers, and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality.

As a Vendor/BPO Manager, you will be responsible for managing the workflow efficiency, prioritization, and operational productivity of our global BPO workforce. This role will combine strategic planning, vendor management, and operational excellence to deliver impact in a fast‑paced e‑commerce environment. Additionally, the role collaborates with cross‑functional partners to align strategies, foster strong partnerships, and drive impactful initiatives. You will also develop and track key metrics to monitor progress.

• Conduct timely root cause analyses on emerging fraud trends and escalations, documenting findings to inform and initiate policy, process, and product improvements.
• Stay in constant alignment with the needs of the business and re‑allocate BPO resources to adjust as necessary, coordinating with partner teams to ensure vendors are adequately prepared for demand fluctuations.
• Develop vendor capacity planning models and budgets to match forecasted volumes.
• Develop and monitor key metrics to track progress and operational productivity, accuracy, and SLA attainment. Create standard operating procedures as needed for scaled manual operations workflows.
• Coordinate and provide training and guidance to the BPO teams. Partner with vendors to implement improvement initiatives and close performance gaps.
• Conduct regular vendor reviews and performance dialogues to ensure alignment with company objectives.
• Supervise BPO associates, ensuring their work aligns with established SOPs and organizational goals.

Minimum Qualifications

• 3+ years of experience managing BPO or operational vendor teams.
• Experience with fraud or abuse investigations.
• Demonstrated analytical thinking and problem‑solving.
• Experience with operational performance metrics.
• Experience managing projects and coordinating with regional and cross‑functional partners.
• Strong work ethic and demonstrated ability to work independently and navigate ambiguity in a fast‑paced, dynamic environment.

Preferred Qualifications

• Experience with LLM agent‑based workflows.

【For Pay Transparency】Compensation Description (Annually)

• Base salary range: $91,200 – $160,445 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 include: 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).

EEO Statement:
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.