TikTok Shop - Channel Operations Manager, Seller Onboarding Support

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Responsibilities

About Us
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 and Moderation Team (SMT), who deliver Customer Service to our Buyers, and Selling Partner Support to our Sellers & Creators.
The Selling Partner Support (SPS) team are looking for a Channel Operation Manager role to manage our BPO service delivery performance on a day-to-day basis and drive continuous improvement together with all internal functions by leveraging all available resources.

Responsibilities
- Manage BPO suppliers to ensure a high performing team who provides a seamless, efficient merchant onboarding journey, thereafter identifying sales opportunities to optimise seller growth on the platform.
- Monitor and evaluate BPO performance, tracking performance indicators, and taking proactive measures to address any performance gaps.
- Work with the SOP, QA, Training and System teams to optimize new and existing processes impacting seller onboarding journey.
- Productivity optimization based on any improvement opportunities identified through qualitative and quantitative data.
- Review all escalation from various stakeholders (e.g. in-house team, merchants), work with QAT to identify root cause, devise recovery plan and provide comprehensive feedback to the BPO team
- Be the face of Seller Onboarding team and proactively collaborate in cross functional (e.g. product, policy, logistics) conversations and successfully value add via SOS workstream.
- Support ad-hoc projects and initiatives per business needs.

Qualifications

Minimum qualification
- BA/BS degree or equivalent practical experience, advanced degree preferred.
- At least 3 years vendor [BPO] management experience in tech, ecomm space in growth related vertical (Not CS). Preferrable if BPO is 100 seats and above.
- Experience in managing multiple sites across regions (e.g. APAC, EU) and working across different vendors.
- Analytical mindset with the ability to interpret data and make informed decisions.
- Excellent organizational and multitasking skills, with the ability to manage and prioritize multiple tasks and projects.
- Communication: Excellent verbal and written communication skills; ability to synthesize complex and sometimes confusing information into succinct executive summaries.
- Adaptability: Thrive in a fast-paced and often ambiguous environment, demonstrating agility and resilience in response to changing priorities and challenges.

Preferred Qualifications
- 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.