Responsibilities
Team Intro Our User Support Team is responsible for providing timely, high quality support to the TikTok community. Be it a forgotten account login credential or a technical issue, we provide friendly, on-brand resolutions 7 days/week. As a Trust & Safety Partner Operations Lead, you will be on the front lines of USDS Trust and Safety at an office in Nashville, and/or Scottsdale. The Partner Operations Lead will report to the Partner Manager and will lead a quickly growing team of Vendors with the goal of providing TikTok users a superior experience. This is the role for you if you are deeply passionate about partner management, are counted on as a thought people leader in your current user support role, and are interested in continuing your career in the world of partner management. You like moving quickly, and you believe in the power of TikTok. This position will be full-time and based in Nashville, and/or Scottsdale. In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time. Responsibilities - You will create innovative plans that drive the programs/projects to continuous delivery and success through strong service delivery of core OKR/goals (Latency, utilization, quality, wellness) - You will hold the partner site accountable and help set a clear path towards operational excellence - You will own the partner relationship for outsourcing performance including monitoring delivery, vendor performance management; This includes identifying operational performance, compliance risk and mitigations proactively within the assigned sites and/or lines of businesses - You will crisply articulate site performance and any remediation plans to an executive level becoming a subject matter expert for partner site - You need to manage multiple responsibilities simultaneously and efficiently prioritize and meet deadlines - Able to lead weekly, monthly, and quarterly business reviews - Work closely with the QA team to evaluate the efficiency and performance of the overseas content review team, serve as a communication hub between TikTok and the vendors, and work with partners to improve performance - Work closely with the Training team to ensure vendor trainers are certified, and assist in the planning and excution of new training requirements of product launches or continuous SOP enhancements - You will be responsible for auditing and validating vendor invoices for accuracy and submitting for internal approval - You will support complex vendor structure and internal stakeholder relationships and ensure adherence to standard operating procedures - You will perform root-cause analysis on incidents that impacted the vendors' ability to deliver on contractual key objectives
Qualifications
Minimum Qualifications: - Bachelor’s degree or 4+ years in Vendor Management/Operations Management experience - You have experience working with cross-functional teams, handling expectations and timelines, and monitoring performance in a fast paced work environment - You have strong oral and written communications and influencing skills, and are able to navigate a global organization, influence stakeholders and affect outcomes; You have the ability to gain trust and influence with limited direct authority - You have the ability to think outside the box to identify issues and work to resolve them in partnership with business leaders but also bring ideas to innovate in our day to day operations - You come with experience in large scale operations working across or coordinating with multiple domains and business units - Advanced knowledge in Excel/Sheets - Travel is required by ~ 40%-60% for this role; Travel is in accordance with state safety protocols along with adhering to destination regulations Preferred Qualifications: - Contact Center Operations Management or Program management background - Trust & Safety operations experience - Experience in the Digital/Media industry
Job Information
About USDS
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
USDS Reasonable Accommodation
USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/USDS-RA
