TikTok Shop - Partner Operations Manager

ities:

• Work with BPO suppliers to ensure a high performing tier 1 team to provide world-class services to customers, sellers and creators.
• Be responsible for the overall coordination and execution of the BPO suppliers' operational performance, push service quality and cost efficiency to a healthy trend.
• Coordinate and execute complex customer/seller/creator services related projects in BPO sites.
• Identify, develop, and drive plans to ensure BPO is meeting all performance related metrics (e.g. - customer satisfaction, service level, handle time).
• Optimize the working processes based on any improvement opportunities found by internal colleagues or external customers.
• Maintain a scorecard by BPO supplier, can prove the BPO success with solid data analysis.
• Ensure proper staffing and contingency plans are in place to ensure consistent performance through normal business, seasonality, and new product introduction peaks.
• Work with leadership and internal peer groups on continuous improvement projects targeted at improving customer experience.
• Own vendor cost per contact trending well. Manage cost related metrics like AHT, repeated contacts, etc. Audit monthly billing invoices prior to submission for accuracy.
• Own all operational escalations from vendor sites and ensure complete root cause deep dive analysis is completed each time to understand and drive improvements throughout the organization.
• Ability to attend some night-time meetings including occasional late-night or weekend coverage for high level escalations as needed.

Qualifications

Minimum Qualifications:

• BA/BS degree or equivalent practical experience.
• 3+ years of managing global contact center business, BPO management experience is preferred.
• Ability to successfully function across groups and drive influence throughout all levels of the organization.
• Experience working with and managing outsourced vendors.
• Experience with CRM tools and functionality.
• Experience with contact center metrics and systems.

Preferred Qualifications:

• Experience in eCommerce or marketplace platform is a plus.
• Six Sigma training and COPC certified (certification is a plus).

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $75240 - $129200 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.