TikTok Shop - Partner Operations Manager

TikTok Shop - Partner Operations Manager

About TikTok

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, with offices in 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. Together, we inspire creativity and bring joy. Every challenge is an opportunity to learn, innovate, and grow as one team.

About the Team

The Global E-Commerce's Governance and Experience (GNE) team is responsible for ensuring a safe and trustworthy marketplace for buyers, sellers, and creators. The Service and Moderation Team (SMT) is part of GNE.

SMT is looking for a Partner Operations Manager to manage BPO vendors and daily operational performance.

• Identify areas of opportunity to improve performance and develop a comprehensive improvement plan with the Partner Operation Leader.
• Monitor the execution of improvement plans to ensure BPO meets performance-related metrics (e.g., customer satisfaction, service level, handling time).
• Ensure SOP documentation/training material and all relevant frameworks are in place.
• Share performance reports and raw data weekly with BPO for performance management.
• Take note of action items and feedback in meetings, assigning owners and following up on completion.
• Optimize working processes based on improvement opportunities identified by internal colleagues or external customers.
• Review escalations from the in-house team and provide feedback to the BPO team.
• Work with SOP, QA, Training, and System teams to optimize processes impacting buyers, sellers, and creators.
• Communicate promptly and facilitate training on SOP and product feature updates.
• Support the Partner Operation Manager with bug issues reported by the BPO team and coordinate troubleshooting efforts.
• Support ad-hoc projects and initiatives as needed.

Minimum Qualifications

• BA/BS degree or equivalent practical experience.
• Minimum of 3 years' experience in a customer service environment.
• Effective, clear, and professional written and oral communication skills.
• Experience building and managing relationships with internal stakeholders.
• Ability to use data to generate insights and solve complex problems.

Preferred Qualifications

• Eager to learn, take initiative, and solve problems.
• Strong problem-solving and prioritization skills.
• Thrives in fast and dynamic environments.
• Customer service and results-oriented.
• Excellent communication skills with team members and customers.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. We celebrate diverse voices and aim to create an environment that reflects the communities we reach.