- Experience
- 4+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 1 day ago
- Work mode
- In office
- Resume
- Required to apply
Where you'll work
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Job description
About the Role
The Monetization Product Operations (MPO) team focuses on Customer Support and Tools & Workflows within the Product Strategy & Operations domain. The team's goal is to deliver an exceptional advertising experience by maintaining high-quality customer service and optimizing processes and tools for efficient operations. MPO collaborates closely with Sales to provide post-sales assistance and partners with product teams to enhance products through feature requests and bug management.
Key Responsibilities
- Act as the main operational liaison for designated vendor sites.
- Conduct regular business reviews (weekly and monthly) with vendor operations leads, monitoring performance versus contractual KPIs.
- Ensure accountability regarding quality, productivity, and compliance metrics; oversee escalation and corrective actions comprehensively.
- Supervise daily vendor activities, identify performance issues, and guarantee timely problem resolution.
- Generate reports and monitor crucial operational metrics such as SLA compliance, Customer Satisfaction (CSAT), productivity, Average Handling Time (AHT), and quality assessments.
- Handle vendor onboarding for new agent groups, including coordinating training, providing tooling access, and evaluating readiness.
- Collaborate with internal Quality and CSAT teams to exchange performance insights and jointly develop vendor improvement strategies.
- Assist in managing contracts and Statements of Work (SOWs); identify risks related to billing accuracy, SLA credits, or changes in scope.
- Coordinate across Vendor Operations, Tooling, and Support leadership to communicate vendor feedback and advocate process enhancements.
Required Qualifications
- At least 4 years’ experience in Workforce Management within a contact center or BPO setting, including minimum 2 years in a vendor management or vendor-facing role.
- Proficiency in SQL for querying and manipulating data.
- Strong capabilities in Excel or Google Sheets, including pivot tables, formula application, and data cleaning.
- Comprehensive understanding of business metrics and performance indicators.
- Excellent communication and stakeholder engagement skills, adaptable to diverse time zones and cultures; demonstrated ability to manage vendor relationships combining commercial precision with cooperative partnership.
- Experience conducting Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRs) with external vendors and preparing performance presentations for senior leadership.
- Robust analytical aptitude to build models, detect trends, and convert data into practical recommendations.
Preferred Qualifications
- Familiarity with business metrics and KPIs in technology, e-commerce, or platform-based environments.
About TikTok
TikTok is the premier platform for short-form mobile videos devoted to inspiring creativity and spreading joy globally. With headquarters in Los Angeles and Singapore and offices worldwide, TikTok encourages authentic self-expression and community connection. The company culture promotes curiosity, humility, resilience, and a mindset of continuous innovation and collaboration.
Diversity & Inclusion
TikTok fosters an inclusive workplace where diverse talents, experiences, and perspectives are valued. The company is devoted to creating an environment that mirrors the global community it serves, emphasizing respect and celebration of varied voices.