BPO Partner Operations Manager, Global Selling - USDS

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.

Team Intro
USDS Global E-commerce function 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.

We are open to hiring for this position in Los Angeles, CA (California).
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

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 strong 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 senior 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.

Qualifications

Minimum Qualifications:
- BA/BS degree or equivalent practical experience, advanced degree
- 5 years of managing global contact center business, BPO management experience
- 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
- Ability to attend some night-time meetings including occasional weekend coverage for high level escalations as needed

Preferred Qualifications:
- Experience in eCommerce or marketplace platforms is a plus
- Six Sigma training and COPC certified (certification is a plus)
- Excellent verbal and written communication skills; ability to synthesize complex and sometimes confusing information into succinct executive summaries.

D&I Statement
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.

Accommodation Statement
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/ktJP6

Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $104711 - $188522 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.

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.