ByteDance

Responsibilities

About the Team

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SSC is looking for a Partner Operations Manager to manage the BPO vendors and daily operational performance.

Responsibilities

• Identify areas of opportunities to improve performance, work with Partner Operation Leader to develop a comprehensive improvement plan.
• Monitor the execution of improvement plans to ensure BPO is meeting all performance-related metrics (e.g. – customer satisfaction, service level, handling time).
• Ensure SOP documentation/training material and all relevant frameworks are in place.
• Sharing performance report and raw data on a weekly basis to BPO for performance management.
• Taking note of action items and feedback on every meeting and assigning owner to each action item and following through the status of completion.
• Optimize the working processes based on any improvement opportunities found by internal colleagues or external customers.
• Review all escalation from the in-house team and provide comprehensive feedback to the BPO team.
• Go-to-market readiness: working with our Regional Solutions to ensure global-SOP are aligned with Country/Regional regulations, ensuring our BPO operations have a workable solution that resolves our Buyers, Sellers or Creator issues - first time.
• Prompt communication and facilitate Train and Trainer on all SOP and product features update.
• Support Partner Operation Manager on all the bug issues reported by BPO team, raise on call and coordinate information needed for troubleshooting.
• Support ad-hoc projects and initiatives per business needs.

Qualifications

Minimum Qualifications

• Bachelor degree or equivalent practical experience.
• 5+ years of proven experience in in-house Customer Operations, and offshore/nearshore vendor management.
• 3+ years of Team Leadership Experience: Demonstrated leadership skills with experience in leading and developing teams. This includes managing performance, coaching, and fostering a positive work environment.
• Proven experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems.
• Proven experience of working with multiple stakeholders across different functions and geographic locations.
• Ability to function independently and within a team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.

Preferred Qualifications

• Had experience managing Customer Success, Account Management, or Sales/Commercial teams.
• Self-motivated, commercial thinking, and able to thrive in ambiguity and in a matrix environment.