Customer Experience BPO Vendor Manager - USDS

About the team

With the mission of "Inspiring New Life and Helping Good Business", TikTok Local Services is committed to becoming the most trusted local services platform for users and partners.

Through POI, Video, LIVE, Search, and other product forms, TikTok's Local Service aims to connect merchants, service providers, creators and users creatively, making the daily life experience unique, richer, and more efficient.

The USDS Local Services GNE team manages content moderation and user experience work streams, with the goal of enhancing platform content quality and improving user experience while protecting U.S user data and privacy.

Responsibilities

• BPO Relationship and Daily Management: Oversee or establish relationships with BPO vendors, ensuring that BPO operations and manpower meet our project requirements, productivity and cost-effectiveness.
• BPO Performance Tracking and Improvement Plans: Regularly track, analyze, and assess BPO performance, ensuring that they meet the SLA and project requirements. Develop and work with relevant stakeholders to implement BPO improvement plans, e.g., human-error corrective actions, process optimization, tooling upgrades, policy optimization, etc.
• Project Requirements Collection & Alignment: Collect, evaluate and manage project requirements from various internal stakeholders, such as Labelling, Enforcement, Moderation, Service. Align on and deliver a project plan to meet the requirements.
• BPO Contractual Management and Settlement: Evaluate and onboard potential BPO vendors, and manage contractual terms with them (if needed). Implement billing/ settlement terms with BPO vendors and ensure their contractual obligations are met.

Minimum Qualifications

• Strong Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields.
• 3+ years of demonstrated experience in a role involving Risk or BPO operations, including enforcement, labelling, moderation, or service, preferably in the Internet, E-commerce, or O2O industry.
• In-depth understanding of BPO management, including requirements management, SOP development, SLA, productivity, and quality-level related metrics, and BPO workforce planning and management. Familiarity with the BPO industry, including its trends and best practices.
• Data interpretation or analysis will be required for this role.
• BPO workforce planning, budget setting, negotiation, and contract management-related track record are highly desirable.
• Excellent report-writing and presentation skills.