Vendor Operations Program Manager, Monetisation Product Operations, Europe

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.
The Monetization Customer Experience team provides omnichannel technical product support across our Advertising Products & Platforms ecosystem. Our team is based globally across Austin, Mountainview, London, Tel Aviv, Singapore, Tokyo & Sydney, providing global coverage for our internal and external stakeholders.
Our team partners with Product Specialist & Engineering teams to resolve issues, fix bugs & ensure the VOC of the customer is fed back into the products we develop for our team. The role is based in our Technical Product operations function, which is growing fast to develop scalable technical support solutions, delivered via inhouse and vendor teams.

MINIMUM QUALIFICATITON:

• BA/BS degree or equivalent practical experience
• 5+yrs managing large-scale global Vendor operations teams in Technical Customer Support
• 3+ years of managerial experience in Customer Success or operations related position
• Experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems

PREFERRED QUALIFICATION:

• Working with Vendors & 3rd party service providers for Technical Customer Service
• Experience in Advertising/Digital industry
• Data analysis knowledge using Tableau, Google Studio
• COPC, PMP certifications
  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

• Regional vendor program management for EU technical product support CX operations team. Engage as the key POC with the vendor leadership teams, ensuring timely and accurate delivery of services
• Own the first layer of customer experience for ad products troubleshooting, including re-engineering processes, innovating service models and driving exceptional customer satisfaction
• Execute on all product support workflows across the vendor programs, partner with a global team of technical support specialists to impact the operational KPIs - develop a strong sense of product understanding
• Ensure all vendor activities and processes are compliant with company policies and local regulations. Regularly audit vendor operations to ensure adherence to agreed-upon terms, quality standards, and timelines.
• Engage in root cause analysis of all efficiency and effectiveness related KPIs and manage all aspects of performance across the programs, execute process improvement projects
• Lead trend analysis from customer service data and aggregate to lead regional Inhouse & Vendor Business Reviews and product deep dives to improve efficiency and effectiveness
• Lead tactical projects across day to day Operations Management, Workflow Management, WFM, Training & QA , partner with in-house & vendor site resources.
• Lead vendor business reviews and partner with Tiktok business stakeholders to drive outcome against set business goals
• Execute allied aspects of vendor operations including but not limited to Invoicing & Budgeting, Demand and capacity utilization & all internal process that support service delivery
• Identify and recommend process improvements for vendor management operations, ensuring the company gets the most efficient and cost-effective service from its vendor partners.
• Serve as the escalation point for any issues related to vendor performance, working with cross-functional teams to resolve problems quickly and effectively.
• Responsible for overseeing all aspects of new site launches and site closures, ensuring seamless execution and alignment with regional objectives.
• Ability to travel to vendor and internal sites, both domestic and globally, up to 25%.
  Qualifications