TikTok Commerce - Category Operations Manager(German speaking)

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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 partners and internal users. . We are looking for an Operations Manager responsible for the health and performance of partners for a defined set of Categories through effective leveraging BPO and In-house resources. You will partner closely with the Commerce Operations team to ensure partners in your responsible category(ies) have frictionless experience and their growth is inline with Account-Management OKR goals.

ROLES AND RESPONSIBILITIES
Partner Growth:
- Ensure our 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.
- Monitor the operational health and performance of partners under your responsible category(ies), direct BPO resources to proactively address health and performance risks which may block partner growth.
- Collaborate with Account Managers, design targeted and tailored outreach (coaching and education) to improve health and performance and unblock revenue potential.
- Ensure effective BPO agent communication and engagement with partners, including early warning communication with risky partners, promote guidance on platform rules and regulations, hold improvement sessions with partners on their fulfillment and support performance.
BPO Operational Performance:
- Manage the BPO team to ensure high performance. Address BPO-agent quality or compliance issues raised by Account Managers, ensuring front-line BPO teams deliver best in class quality experience and resolution - meeting the Partners' expectations.
- Identify BPO knowledge, training and quality gaps and collaborate with SOP PM, Quality Assurance and Training PM, apply effective training and quality frameworks to ensure BPO team understand the process and product well, can use the most effective methods to address partners' servicing needs and remove roadlocks preventing their growth.
Processes & Improvement:
- Identify new process opportunities that can help partners reduce violations, increase education penetration, increase campaign participation.
- Identify process gaps that prevent BPO from self-solving partner issues creating transfer escalations, and refine with XFN collaboration to enable BPO to self-solve future case types.
- Work with escalation from partners or Account Managers. Resolve issues within target service level. Identify root cause, and implement changes to address root-cause to prevent future escalations of this case type.

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent practical experience required.
- 3+ years experience in a Sales, Account Management, or Customer Success role.
- Familiarity with executing, contributing to, and creating SOPs.
- Ability to collaborate cross-functionally with both tech and non-tech teams.
- Project management experience.
- Experience with E-commerce, marketplace platforms
- Fluent in English and German; cross cultural communication and collaboration skills working cross functionally in a global working environment.

Preferred Qualifications:
- Commercial thinking. Ownership mindset.

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.