TikTok Commerce- Vendor Operations Manager, Service Account Management

1 month ago

London, United Kingdom TikTok Full time

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Responsibilities

About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, 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.

About the team
About 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.
The Role: The Partner Operations Manager (POM) is part of the Service Account Management (SAM) team, responsible for servicing both inbound support and outbound partner education, for our Key Sellers & Creators. Fully responsible for BPO performance to deliver metrics set by the SAM leadership to meet our Buyers & Sellers expectations.
How the Role contributes to our Mission: The Partner Operations Manager will enable our Service Account Management team resolve inbound and outbound contacts from our Sellers and Creators and drive continuous improvement together with inhouse teams and BPO suppliers

Responsibilities
- Identify areas of opportunities to improve performance, work with SAM Leaders to develop a comprehensive improvement plan;
- Monitor the execution of improvement plans to ensure BPO meets all performance-related metrics for inbound service support and outbound buyer & seller coaching;
- Ensure SOP documentation/training material and all relevant frameworks are in place;
- Sharing performance reports 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 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
- BA/BS degree or equivalent practical experience;
- Experience in vendor management or operations, preferably in an E-commerce or Customer Service environment.
- Analytical, troubleshooting and root cause identification ability.
- Written and verbal communication skills in English
- Proficiency in project management software and spreadsheet tools

Preferred Qualifications
- Experience in eCommerce platforms in the relevant region
- Qualified to Lean-Six Sigma Green Belt (or above)
- Qualified to Prince2 Project-mgt or relevant project management recognised qualification
- Proven experience in data analysis, particularly in conducting root cause analysis, to effectively
- Excellent written, verbal and interpersonal communication skills with experience to present to C-Level leadership
- Experience in Sales/Account management and CRM systems

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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