Global Vendor Manager - TikTok LIVE

Responsibilities

About the team
The PTE-Scaled governance team is responsible for the end-to-end business results, such as the final results of ecological governance and LIVE monetization governance. Simultaneously, we must ensure that the governance experience does not impact business growth.
With the development and expansion of the LIVE business, we also handle other projects rather than original governance projects, such as agency governance, model solution, BRIC, or other projects.
We need to evolve into a central role of scaled operations for overall LIVE and provide a one-stop solution to the needs of scaled projects with a full lifecycle.
We leverage both in-house and BPO resources to partner or integrate all business needs for high-efficiency and high-quality operations.
More importantly, in 2025, the team will accelerate ROI improvement methods for overall operations to balance cost and effectual output better.

Responsibilities:
- Establish, maintain, and oversee relationships with BPO vendors, ensuring cost-effectiveness and productivity.
- Regularly assess vendor performance, ensuring they meet contractual obligations and service level agreements.
- Ensure the quality metrics of the BPO sites are in line with internal Bytedance business expectations
- Coordinate with internal and external stakeholders, ensuring alignment of objectives and clear communication.
- Work closely with cross-functional teams to align BPO services with company needs and objectives.
- Resolve conflicts and address vendor-related issues in a timely manner.
- Analyze performance metrics including quality and implement corrective measures when needed.
- Travel to BPO vendor sites for evaluations, meetings, and relationship strengthening.
- Regularly produce and present detailed insights on vendor performance, risks, opportunities, and other relevant metrics.

Qualifications

Minimum Qualifications:
- Bachelor's degree in Business, Management, Operations, or a related field.
- Minimum of 5 years of experience in BPO/vendor management or a related role.
- Experience in managing quality of BPO operations at scale
- Proven track record in end-to-end BPO management, including the selection phase, is highly desirable.
- Ability to effectively coordinate with both internal and external stakeholders.
- Ability to travel frequently (30% - 50%)
- Proficiency in producing and interpreting detailed reports.

Preferred Qualifications:
- Flexibility to work across global time zones as required to support global teams and stakeholders
- Strong analytical and problem-solving skills.
- Strong Content Moderation Quality management experience
- Familiarity with the BPO industry, including its trends and best practices.
- Capacity to multitask, prioritize, and operate efficiently in a fast-paced environment.