Responsibilities

Team Introduction With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local service platform for users and partners. In Local Services, through POI, Video, LIVE, Search, and other various products--services and roles related to life are creatively connected, making the daily life experience richer, more unique, and more innovative. At the same time, Local Services creates an inclusive and fair business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency. In this regard, the Governance and Experience (GNE) team of Local Services seeks to preserve trust and uplift the user experience for TikTok Local Services, by designing and implementing end-to-end programmes that enable a safe, trustworthy and thriving international marketplace. As a GNE Ops & Implementation Manager, you will be responsible for managing and driving projects involving scaled BPO operations, to improve the quality of our ecosystem. In this regard, you will ensure that the projects meet requesters' requirements and work with BPO companies to deliver them. You will ensure that BPO companies are able to meet the requirements, and are productive and cost-effective. Responsibilities - Oversee or establish relationships with BPO vendors, ensuring that BPO operations meet our project requirements, productivity and cost-effectiveness - Set out SLAs and obligations for BPO, including quality-level metrics, to ensure that they meet project requirements - Regularly track, analyse, and assess BPO performance, ensuring that they meet the project requirements - Develop required training materials, processes, SOPs, and deliver them to ensure that BPO are able to onboard and deliver on project requirements - Work closely with BPO vendors, including training or resolving their issues or pain points, to meet project requirements, in a timely manner - Collect, evaluate and manage project requirements from various internal stakeholders, such as Labelling, Enforcement, Moderation, Service, and develop and deliver a project plan to meet the requirements - Develop and work with relevant internal stakeholders to implement BPO improvement plans, e.g. Human-error corrective actions, process optimisation, tooling upgrades, policy optimisation, etc - Regularly produce and present detailed reports on vendor performance, risks, opportunities, and other relevant metrics. Conduct RCA and resolve BPO-related issues in a timely fashion - Select, evaluate and onboard potential BPO vendors, and manage contractual terms with them (if needed). Negotiate contracts and terms with current and potential BPO vendors - Coordinate with internal and external stakeholders, ensuring alignment of objectives and clear communication

Qualifications

Minimum Qualifications - Strong Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields - Data interpretation or analysis will be required for this role. Proficiency in utilising querying and analytical tools, and conducting data analysis (e.g. SQL, Python) is advantageous - Have an 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 Preferred Qualification - 3+ years of demonstrated experience in a role involving BPO operations, including enforcement, labelling, moderation, or service, preferably in the Internet, E-commerce, or O2O industry - Proven track record in end-to-end BPO management, including the selection phase, is highly desirable. Workforce planning, budget setting, negotiation, and contract management-related track records are highly desirable - Excellent report-writing and presentation skills. This role requires the ability to synthesise research and analysis, and to present the outcomes and recommendations in a legible and structured written format to management and stakeholders - Possesses strategic thinking, as well as programme management and communication skills, with the ability to manage and push complex projects, as well as influence multiple cross-functional teams - Familiarity with O2O, E-commerce, or other online and offline local services with preferably relevant experience in governance, customer experience, regulatory or compliance requirements - Proactive, independent and driven, able to thrive in ambiguity and handle multiple competing priorities in a fast-paced environment

Job Information