TikTok Shop - Partner Operations Manager

Responsibilities

About the Team
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SMT is looking for a Partner Operations Manager to manage the BPO vendors and daily operational performance.

- Identify areas of opportunities to improve performance, work with Partner Operation Leader to develop a comprehensive improvement plan.
- Monitor the execution of improvement plans to ensure BPO is meeting all performance-related metrics (e.g. - customer satisfaction, service level, handling time).
- Ensure SOP documentation/training material and all relevant frameworks are in place.
- Sharing performance report and raw data on a weekly basis to BPO for performance management.
- Taking note of action items and feedback on every meeting and assigning owner to each action item and following through the status of completion.
- Optimize the working processes based on any improvement opportunities found by internal colleagues or external customers.
- Review all escalation from the in-house team and provide comprehensive feedback to the BPO team.
- Work with the SOP, QA, Training and System teams to optimize new and existing processes impacting buyers/sellers/creators.
- Prompt communication and facilitate Train and Trainer on all SOP and product features update.
- Support Partner Operation Manager on all the bug issues reported by BPO team, raise on call and coordinate information needed for troubleshooting.
- Support ad-hoc projects and initiatives per business needs.

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- Requires a minimum of 3 years' experience in a customer service environment.
- Demonstrates effective, clear and professional written and oral communication.
- Experience building, managing and influencing relationships with internal stakeholders.
- Using data to generate insights and solve complex problems.

Preferred Qualifications
- Eager to learn, initiative taker and problem-solver.
- High problem solving and priority skills.
- Thrives in fast and dynamic environments.
- Must be customer service and result-oriented.
- Excellent skills for communicating and relating with both team members and customers.