TikTok Shop - SMB Top Seller BPO Lead (E-commerce)
Responsibilities
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates.
We are looking for passionate and talented people to join our Seller Management team to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands. We are seeking an experienced people leader to manage our top GMV sellers within the Seller Management team (non-cluster). This role will oversee a team of contractors (third-party vendors), drive portfolio growth, and manage daily operations while identifying opportunities to improve efficiency and achieve business targets. You will play a critical role in operational strategy, vendor management, and program development, ensuring sellers achieve sustained growth in both GMV and TikTok ads revenue.
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Responsibilities:
1. Performance Analysis & Optimization
- Monitor portfolio performance and conduct root cause analyses to identify gaps in people, processes, and workflows.
- Develop and implement actionable strategies to improve efficiency, productivity, and seller success.
- Prioritize high-impact seller segments in collaboration with internal account managers (AMs) and third-party vendor AMs.
2. Third-party vendor (BPO) & Team Management
- Manage day-to-day operations with third-party vendors, including SOP updates, FAQ maintenance, and performance tracking.
- Lead, coach, and support a team of contractors to meet and exceed targets.
- Ensure consistent communication, clear expectations, and timely issue resolution.
3. Data Management & Reporting
- Maintain accurate operational and performance data for both internal teams and vendors.
- Oversee regular updates to dashboards, worksheets, and productivity reports for analysis and decision-making.
- Use data insights to inform strategy and continuous improvement initiatives.
4. Project & Program Execution
- Plan and execute projects for junior AMs and vendor-led initiatives, ensuring milestones are clearly defined and achieved.
- Drive cross-functional alignment and ensure timely delivery of program goals.
- Continuously identify opportunities to enhance the seller program's value proposition.
Qualifications
Minimum Qualifications:
- Bachelor's Degree or above
- Proficient in English and Thai
- Minimum 5 years of professional experience with proven team management capabilities.
- Excellent analytical, communication, negotiation, and project coordination skills.
- Proven ability to drive operational efficiency and process improvements.
- Adaptable, collaborative, and able to thrive in a fast-paced environment.
Preferred Qualifications:
- Experience managing third-party vendors or outsourced operations is a plus.
- Background in e-commerce, ideally as a category manager or key account manager.
- Strong understanding of e-commerce platforms and seller programs.
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.