Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
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About the Team
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. As a Risk Control and Security Ops Vendor Manager, you will be responsible to ensure the BPO companies are cost-effective and productive, including negotiating contracts, overseeing performance, and resolving issues. You will also work with internal teams to align BPO services with company goals and stay updated on industry trends to drive innovation.
Roles and 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.
- Negotiate contracts and terms with current and potential BPO vendors.
- 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, implementing corrective measures when needed.
- Travel to BPO vendor sites for evaluations, meetings, and relationship strengthening.
- Lead the selection, evaluation, and onboarding processes for potential BPO vendors (if needed).
- Regularly produce and present detailed reports on vendor performance, risks, opportunities, and other relevant metrics.
- Stay updated on industry trends, driving innovation in BPO management and ensuring competitiveness.
Qualifications
Minimum Qualification
- Bachelor's degree in Business, Management, Operations, or a related field.
- Minimum of 3 years of experience in BPO/vendor management or a related role.
- Proven track record in end-to-end BPO management, including the selection phase, is highly desirable.
- Strong negotiation and contract management skills.
- Ability to effectively coordinate with both internal and external stakeholders.
- Proficiency in producing and interpreting detailed reports.
- Strong analytical and problem-solving skills.
Preferred Qualifications
- Excellent communication and interpersonal abilities.
- Ability to travel frequently (25% - 50%).
- Familiarity with the BPO industry, including its trends and best practices.
- Capacity to multitask, prioritise, and operate efficiently in a fast-paced environment.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.