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Job description

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
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

About the Team
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop.

Roles & Responsibilities:
1. Work with BPO suppliers to ensure a high performing tier 1 team to provide world-class services to customers;
2. Be responsible for the overall coordination and execution of the BPO suppliers' operational performance, push service quality and cost efficiency to a healthy trend;
3. Coordinate and execute complex customer services related projects in BPO sites;
4. Identify, develop, and drive plans to ensure BPO is meeting all performance related metrics (e.g. – customer satisfaction, service level, handle time);
5. Optimize the working processes based on any improvement opportunities found by internal colleagues or external customers;
6. Maintain a scorecard by BPO supplier, can prove the BPO success with solid data analysis;
7. Ensure proper staffing and contingency plans are in place to ensure consistent performance through normal business, seasonality, and new product introduction peaks;
8. Work with senior leadership and internal peer groups on continuous improvement projects targeted at improving the customer experience;
9. Own vendor cost per contact trending well. Manage cost related metrics like AHT, repeated contacts, and etc, audit monthly billing invoices prior to submission for accuracy;
10. 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.
Qualifications
1. BA/BS degree or equivalent practical experience, advanced degree preferred;
2. 5+ years in managing global contact center business, BPO management experience is preferred;
3. Experience in eCommerce or marketplace platform is a plus;
4. Ability to successfully function across groups and drive influence throughout all levels of the organization;
5. Excellent verbal and written communication skills; ability to synthesize complex and sometimes confusing information into succinct executive summaries;
6. Experience working with and managing outsourced vendors;
7. Experience with CRM tools and functionality;
8. Experience with contact center metrics and systems;
9. Six Sigma training and or COPC (certification is a plus).

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.