Vendor Manager, MPO Support Ops
Responsibilities
The Monetization Product Operations (MPO) is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations team. Its mission is to provide Best in class advertising experience by ensuring excellence in customer service and streamlining process & tools to ensure smooth operations.
The team collaborates with Sales to provide post-sales support and works closely with product team on product improvement through feature requests and management of bugs.
Responsibilities
- Serve as the primary operational point of contact for assigned vendor sites
- Lead regular business reviews - weekly and monthly - with vendor operations leads, tracking performance against contractual KPIs
- Drive accountability on quality, productivity, and compliance metrics; own escalation and corrective action processes end-to-end
- Monitor day-to-day vendor operations, flagging performance deviations and ensuring timely resolution
- Track and report on key operational metrics including SLA attainment, CSAT, productivity, AHT, and quality scores
Want more jobs like this?
Get Management jobs in Singapore delivered to your inbox every week.
- Manage vendor onboarding for new agent batches, including training coordination, tooling access, and readiness checkpoints
- Partner with internal Quality and CSAT teams to share performance insights and co-develop improvement plans with vendors
- Support contract and SOW management; flag risks related to billing accuracy, SLA credits, or scope changes
- Liaise across Vendor Operations, Tooling, and Support leadership to surface vendor feedback and champion process improvements
Qualifications
Minimum Qualification(s):
- Minimum 4 years of experience in Workforce Management within a contact centre or BPO environment, with at least 2 years in a vendor-facing or vendor management capacity
- Proficiency in SQL for data querying and manipulation
- Strong working knowledge of Excel and/or Google Sheets (pivot tables, formulas, data cleaning)
- Solid understanding of business metrics and KPIs
- Excellent communication and stakeholder management skills; able to work across time zones and cultures. Proven ability to manage external vendor relationships with a balance of commercial rigour and collaborative partnership
- Experience running QBRs / MBRs with external vendors and preparing performance decks for leadership
- Strong analytical skills - comfortable building models, identifying trends, and translating data into actionable recommendations
Preferred Qualification(s):
- Experience with business metrics and KPIs in a tech, e-commerce, or platform 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.