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

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.

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 and profitable experience on our e-commerce platform.
Roles and Responsibilities:
1. Team Leadership and Management:
- Lead a team of Account Managers in a US BPO, ensuring exceptional service to TikTok's merchants.
- Provide coaching, mentorship, and development opportunities for team growth.
2. Merchant/Seller Relationship Management:
- Build strong relationships with TikTok's merchants as their primary point of contact.
- Collaborate to align merchant needs with TikTok's operational objectives.
3. Operational Oversight and Performance Management:
- Monitor KPIs to track and improve merchant/seller performance and SLA compliance.
- Implement strategies for operational efficiency and quality improvement.
4. Process Improvement and Compliance:
- Identify and implement process improvements within merchant/seller operations.
- Ensure compliance with TikTok's policies across all merchant interactions.
5. Cross-functional Collaboration:
- Collaborate with Product, Engineering, Legal, and Compliance teams on strategic initiatives.
- Advocate for merchant needs to ensure seamless integration and operation.
6. Risk Management and Issue Resolution:
- Proactively identify and mitigate operational risks impacting merchant performance.
- Lead resolution of escalated issues to ensure effective outcomes.
7. Reporting and Analysis:
- Generate insights on merchant performance, operational metrics, and trends.
- Utilize data analysis for informed decision-making and operational optimization.
8. Training and Development:
- Develop training programs to enhance Account Managers' skills in merchant management.
- Foster continuous learning and high performance standards within the team.

Qualifications

Minimum Qualifications
- Leadership Experience: Proven leadership in managing teams, ideally in merchant operations or account management within a BPO.
- Merchant Management: Strong understanding of managing external partner relationships.
- Operations Management: Demonstrated ability in overseeing processes and achieving goals.
- Communication Skills: Excellent interpersonal skills with stakeholders and teams.
- Analytical Skills: Strong analytical mindset for data-driven decision-making.
- Problem-solving: Effective in resolving complex issues and driving solutions.
- Adaptability: Thrives in dynamic environments with a proactive approach.
- Collaboration: Ability to influence cross-functional teams and stakeholders.

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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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

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