Experience Operation Manager -TikTok

Responsibilities

About the team
The TikTok Product Team aims to realize the development of international video business and build and maintain industry-leading products. This includes user growth, user products, author products, search products, business analysis and other core business scenarios to support the rapid development of products on the global track. It also includes service architecture, basic technology and other directions to ensure that the business continues to serve users with high quality, efficiency and security.

Responsibilities
1. BPO partner and operations management - Managing the daily operations of BPO partners to ensure the operation of the team, such as monitoring of performance, SLA/KPI governance, workforce and capacity planning and taking corrective actions when there is deviation in performance from the target
2. Program and process management - Design, manage and continuously improve the SOPs during the operations lifecycle in collaboration with XFN stakeholders (product, QA, training, data) in order to ensure quality, efficiency and scalability
3. Team Scale-up and Capability Building - Working closely with BPO vendor and Training to ensure scaling of the team in accordance with business needs and new projects, as well as to implement structured upskilling programs for continuous improvement of capability and quality of the BPO team
4. AI and Data Literacy - Leverage AI tools and intelligent solutions to monitor overall BPO performance metrics, SLA, and conduct analysis to identify areas of improvement in a timely manner

Qualifications

Minimum Qualifications
1. Bachelor's degree or above, with at least 3 years of BPO/vendor management experience
2. A proven track record owning cross-functional initiatives end-to-end as a program/project manager; candidates from the tech industry, are strongly preferred, along with strong stakeholder management, data literacy and communication skills
3. Rigorous logical thinking, data-driven mindset, expertise in data analysis tools such as SQL, Excel and Tableau with ability to solve core problems based on data insights

Preferred Qualifications
1. Familiar with full lifecycle management logic of internet user experience, with deep understanding of social and short-video product ecosystems. Experience with TikTok or other technology firms with similar capacity / experience is a strong plus.