TikTok Shop - SMB Operations - BPO Manager (Vietnam)
Responsibilities
SMB (Small to Medium Business) is responsible for building an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands. In this role, you will be responsible for delivering impact on seller growth by empowering them through knowledge transfer, training, and progress tracking, as well as collaborating with various cross functional teams to help improve seller growth.
Roles & Responsibilities:
1. BPO Strategy & Incubation
- Scale Long-Tail Growth: Manage BPO operations to effectively incubate and grow small-to-medium-sized (long-tail) sellers using scalable, standardized processes.
- Strategic Alignment: Align BPO targets, training, and processes with overall company growth direction and seller success goals.
2. Efficiency, Cost, and Quality
- Cost Management: Track BPO expenses and drive initiatives to optimize operational costs and improve cost-efficiency.
- Performance Tracking: Monitor BPO productivity, measure key performance indicators (KPIs), and evaluate overall service quality.
- Operational Upgrade: Identify bottlenecks and implement process and operational upgrades within the BPO to continually increase efficiency and improve seller service quality.
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3. Training & Development
- Oversee the development and execution of BPO training programs to ensure agents have the knowledge and skills necessary for effective seller incubation.
Qualifications
Minimum Qualifications:
- Minimum Bachelor's degree or above
- 5+ years of experience in seller/BPO management, relevant experience in defining categories and seller segmentation, seller acquisition incentives, seller incubation mechanism, seller growth...
- Strong understanding of influencers, social media, e-commerce, livestreaming, and digital trends landscape
- Proficiency in English
Preferred Qualifications:
- Have certain data analysis capabilities, structured thinking, idea-driven, and goal-result-oriented
- Good presentation skills, logical thinking and strategic mindset
- Strong communication, organizational, and time management skills; comfortable working in a fast-paced and dynamic environment
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.