TikTok Shop - Partner Operations & Quality Manager - Seller Acquisition & Enablement

Responsibilities

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. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.

Within GNE, the Service Support Centre (SSC) provides customer service for Buyers, Sellers, and Creators across the globe.

Role & Responsibilities:
- Act as the primary operational owner for BPO partners supporting seller acquisition and early enablement, ensuring stable delivery, execution quality, and adherence to defined seller onboarding and activation SOPs.
- Design and operate the quality assurance and compliance framework specific to seller outbound, onboarding, and early activation scenarios, including QA scorecards, sampling, calibration, and corrective actions.
- Monitor BPO execution quality, data accuracy, and seller-facing compliance risks, with a strong focus on mis-selling prevention, promise accuracy, and correct expectation setting.
- Own day-to-day operational issue tracking and escalation, driving root-cause analysis and resolution in partnership with Training, Product, Policy, and Vendor Management teams.
- Partner with Vendor Management to support BPO performance reviews, improvement plans, and ongoing delivery optimization.
- Translate operational and QA insights into process improvements, SOP refinements, and enablement recommendations to continuously improve seller conversion and experience.

Qualifications

Minimum Qualifications:
- +5 years of experience in operations, partner/BPO management, quality assurance, or service delivery, preferably within seller/merchant operations, marketplaces, or e-commerce platforms.