TikTok Shop - Partner Operations Manager

TikTok Shop - Partner Operations Manager

TikTok Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

About the Team

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SMT is looking for a Partner Operations Manager to manage the BPO vendors and daily operational performance.

Responsibilities

• Identify areas of opportunities to improve performance, work with Partner Operation Leader to develop a comprehensive improvement plan.
• Monitor the execution of improvement plans to ensure BPO is meeting all performance-related metrics (e.g. – customer satisfaction, service level, handling time).
• Ensure SOP documentation / training material and all relevant frameworks are in place.
• Sharing performance report and raw data on a weekly basis to BPO for performance management.
• Taking note of action items and feedback on every meeting and assigning owner to each action item and following through the status of completion.
• Optimize the working processes based on any improvement opportunities found by internal colleagues or external customers.
• Review all escalation from the in-house team and provide comprehensive feedback to the BPO team.
• Work with the SOP, QA, Training and System teams to optimize new and existing processes impacting buyers / sellers / creators.
• Prompt communication and facilitate Train and Trainer on all SOP and product features update.
• Support Partner Operation Manager on all the bug issues reported by BPO team, raise on call and coordinate information needed for troubleshooting.
• Support ad-hoc projects and initiatives per business needs.

Qualifications

Minimum Qualifications

Preferred Qualifications

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy – a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

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.

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