SMB BPO Management Manager - TikTok Local Services

Responsibilities

About the Team
With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local services platform for users and partners.

In Local Services, through POI, Video, LIVE, Search, and other various products, services and roles related to life are creatively connected, making the daily life experience richer, more unique and more innovative.

At the same time, Local Services creates an inclusive and fair healthy business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency.

Responsibilities:
- Manage and optimize BPO workflows to ensure smooth and efficient operations, meeting key performance targets.
- Resolve complex seller queries and provide actionable insights to improve seller experience and engagement.
- Lead key platform projects focused on integration, monetization, and scalability, ensuring alignment with overall business goals.
- Collaborate with cross-functional (XFN) teams and category teams to align strategies, drive shared objectives, and optimize team performance to foster strong relationship with internal stakeholders.
- Monitor and analyze BPO performance metrics, identify bottlenecks, and implement process improvements to enhance productivity.
- Continuously assess and adjust operational processes to support business growth and innovation.

Qualifications

Minimum Qualifications:
- Bachelor's degree in Business, Operations, or a related E-commerce field.
- At least 2 years of experience in Transaction operations, account management is a plus
- Strong problem-solving skills and the ability to resolve complex issues in a fast-paced environment.
- Strong communication and collaboration skills to work cross-functionally with internal teams and stakeholders.
- Ability to manage multiple projects simultaneously while ensuring alignment with business objectives.
- Data-driven mindset with the ability to analyze performance metrics and propose actionable improvements.

Preferred Qualifications:
- Proactive and results-oriented, with strong project management, organizational, and analytical skills
- High attention to detail and rigor, with a can-do attitude and eagerness to learn
- Adaptable and able to thrive in ambiguity, adjusting quickly to change and committed to continuous improvement
- Open to giving and receiving constructive feedback