TikTok Shop - Partner Operations Manager, Seller Account Management (SAM)

Responsibilities

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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.

To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.

Join us.

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 lead a team of 100 BPO account manager agents, leaders, and support staff.

This team will be responsible for supporting TikTop Shops top merchants ensuring they have a frictionless experience on our e-commerce platform.

Roles and 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

• Proven leadership in managing teams, ideally in merchant operations or account management within a BPO. BA / BS degree or equivalent practical experience
• 3+ years' experience managing external partner relationships
• Demonstrates effective, clear, and professional written and oral communication
• Experience building, managing, and influencing relationships with internal stakeholders
• Using data to generate insights and solve complex problems

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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws.

If you need assistance or a reasonable accommodation, please reach out to us at https : / / shorturl.at / cdpT2