TikTok Shop - Partner Operations Manager

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



Our Customer Service Team is looking for a regional Partner Operations Manager role to manage our BPO service delivery on a day-to-day basis and drive continuous improvement together with all internal functions by leveraging all available resources.



Roles & Responsibilities:

- 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.