TikTok Shop -Partner Operations Manager, Seller Onboarding Support

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Responsibilities

About Us
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
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 the team
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of GNE organization is our Service and Moderation Team (SMT), who deliver Customer Service to our Buyers, and Selling Partner Support to our Sellers & Creators.
The Selling Partner Support (SPS) team are looking for a Partner Operation Manager role to manage our BPO service delivery performance on a day-to-day basis and drive continuous improvement together with all internal functions by leveraging all available resources.
You will be managing our BPO network within EMEA markets, responsible for enabling our BPO network to resolve inbound contacts from our Buyers, Sellers and Creators to resolve and drive continuous improvement together with inhouse teams and BPO suppliers.

Responsibilities

1. Manage BPO suppliers to ensure a high performing team to provide world-class services to customers, sellers and creators.
2. Identify areas of opportunities to improve performance, work with Partner Operation Leader to develop a comprehensive improvement plan.
3. Monitor the execution of improvement plans to ensure BPO is meeting all performance-related metrics.
4. Ensure SOP documentation/training material and all relevant frameworks are in place.
5. Share performance report and raw data on a weekly basis to BPO for performance management.
6. Take note of action items and feedback on every meeting and assign owner to each action item, following through the status of completion.
7. Optimize the working processes based on any improvement opportunities found by internal colleagues or external customers.
8. Review all escalation from the in-house team and provide comprehensive feedback to the BPO team.
9. Work with the SOP, QA, Training and System teams to optimize new and existing processes impacting buyers/sellers/creators.
10. Prompt communication and facilitate Train and Trainer on all SOP and product features update.
11. Support Partner Operation Manager on all the bug issues reported by BPO team, raise on call and coordinate information needed for troubleshooting.
12. Support ad-hoc projects and initiatives per business needs.

Qualifications

Minimum Qualification:
- Qualification: BA/BS degree or equivalent practical experience, advanced degree preferred.
- Experience in managing global contact center business, BPO management experience is preferred.
- Experience with managing contact center metrics and systems.
- Experience leading and developing outsourced vendors.
- Communication: Excellent verbal and written communication skills; ability to synthesize complex and sometimes confusing information into succinct executive summaries.

Preferred Qualifications:
- Experience in commerce or marketplace platform is a plus.
- Stakeholder Management: Ability to successfully function across groups and drive influence throughout all levels of the organization.
- Six Sigma training and or COPC (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.