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Responsibilities

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 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.

About The Team

Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.

As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. As part of SSC is our Selling Partner Support (SPS) team who are responsible for supporting our Partners and internal users. Selling partner growth is a key focus area for SPS. We are looking for a leader responsible for our selling partners' health and performance for a defined market through effective leveraging BPO and In-house resources, and collaborating with the eCommerce Business Operations team in driving GMV growth.

Responsibilities

• Ensure selling partners have a seamless experience getting onto and using the platform, ramping up quickly, and continuously growing on the platform while sustaining good health and performance.
• Managing in-house Quality Assurance and Training PMs and Category Operations Mangers for quality, training, process, resolution (escalation), and delivery of business results.
• Manage BPO suppliers to ensure a high performing team to provide world-class onboarding support, end-to-end reactive support, and and safeguard them on their growth journey.
• Develop service quality strategies for contact centers (BPOs), ensuring cross-functional alignment of service delivery goals and execution, and helping teams drive strategic partnerships and new initiatives forward.
• Focus on aligning company priorities with excellent day-to-day operations, design and lead growth initiatives for long-term success.
• Analyze and develop insights on business performance, core performance metrics, and support in preparation of weekly/monthly business reviews.
• Define and build organizational capabilities for extended planning, governance and operational efficiencies.
• Ownership of managing all critical escalations within the market.
• Collaborating with other service delivery leaders to identify opportunities and push operation improvements.
  
  

Qualifications

Minimum Qualifications

• Bachelor degree or equivalent practical experience.
• Experience in eCommerce or marketplace platforms.
• Proven experience in in-house Customer Operations, and offshore/nearshore vendor management.
• 3+ years of Team Leadership Experience: Demonstrated leadership skills with experience in leading and developing teams. This includes managing performance, coaching, and fostering a positive work environment.
• Proven experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems.
• Proven experience of working with multiple stakeholders across different functions and geographic locations.
• Ability to function independently and within a team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.
  
  

Preferred Qualifications

• Had experience managing Customer Success, Account Management, or Sales/Commercial teams.
• Self-motivated, commercial thinking, and able to thrive in ambiguity and in a matrix environment.
  
  

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.