EMEA Partner Operations Manager -Live

at  TikTok

Responsibilities
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
Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.
It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.
This may occur in the form of images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.
Team Intro/ about the role
In the Partner success (PS) we are in charge of the global BPO service to ByteDance. We have over 150 teammates based in Beijing, Shanghai, Malaysia, Vietnam, Philippines, Singapore, Mountain View, Los Angeles, Gurgaon, Sao Paulo and Dublin.
By function, GPM has two pillars: one is Business Success team specialising in daily operation management, the other is Business Development team specialising in new partner exploration and strategy making.
The Partner Ops Manager will ensure the program/project is successful through strong service delivery of core OKR/goals ( it is not limited to Latency, quality, wellness).

Responsibilities

• Will hold the partner site accountable to and help set a clear path towards operational excellence.
• Ensure adherence to budget and accurate financial accounting of vendor partner production, training and other expenses.
• Will own the partner relationship for outsourcing performance including monitoring delivery, vendor performance management. This includes identifying operational and performance risk and mitigations proactively within the assigned sites and/or lines of businesses.
• Crisply articulate site performance and any remediation plans to an executive level.
• Ability to manage multiple responsibilities simultaneously and effectively, and efficiently prioritise and meet deadlines.
• Demonstrate Operational Excellence experience and focus on continuous improvement by re-engineering site level processes as needed (i.e. WFM, floor management, workload prioritisation, etc.)
• Manage complex vendor and internal stakeholder relationships and ensure adherence to standard operating procedures.

Qualifications

Minimum Qualification

• Minimum 2 years of people management/team lead experience.
• Minimum 3 years experience managing outsourced partner relationships.
• Proven record of Program management & Large scale transformation project experience.
• Solid communications skills as well as stakeholder management & influencing skills.

Preferred Qualifications

• Experience in the end-to-end sourcing and contracting process.
• Track record of experience working directly with BPOs/Vendor.
• Solid communications skills as well as being able to navigate a global organisation, influence stakeholders and affect outcomes. Ability to gain trust and influence with limited direct authority.
• Experience with large scale operations working across or coordinating with multiple domains and business units.
• Ability to think outside the box, multitask and work well under pressure, to identify issues and work to resolve them in partnership with business leaders.
• Travel 50%-70% is required for this role.

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

• Will hold the partner site accountable to and help set a clear path towards operational excellence.
• Ensure adherence to budget and accurate financial accounting of vendor partner production, training and other expenses.
• Will own the partner relationship for outsourcing performance including monitoring delivery, vendor performance management. This includes identifying operational and performance risk and mitigations proactively within the assigned sites and/or lines of businesses.
• Crisply articulate site performance and any remediation plans to an executive level.
• Ability to manage multiple responsibilities simultaneously and effectively, and efficiently prioritise and meet deadlines.
• Demonstrate Operational Excellence experience and focus on continuous improvement by re-engineering site level processes as needed (i.e. WFM, floor management, workload prioritisation, etc.)
• Manage complex vendor and internal stakeholder relationships and ensure adherence to standard operating procedures