Global E-commerce Partner Operations Program Manager

About Us Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content. --- Why Join Us Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve. Join us. --- ByteDance is a part of a global internet technology group operating a range of content platforms, including TikTok, that inform, educate, entertain and inspire people across languages, cultures and geographies. 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 Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SMT is looking for a Partner Operations Program Manager role. We are open to hiring for this position in Philippines. Responsibilities - Identify areas of opportunities to improve performance, work with Service Lead and regional stakeholders to develop a comprehensive improvement plan for KPIs. - Monitor the execution of improvement plans to ensure BPO is meeting all performance related metrics (e.g. – customer satisfaction, service level, first contact resolution & handling time). - Ensure SOP/ QAT 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. - Sharing insights in collaboration with VOC team and taking note of action items and feedback on every meetings 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 BPO team. - Work with the SOP, QA, Training and System teams to optimize new and existing processes impacting buyers/sellers/creators. - Review efficiency metrics by working with internal and external WFM on forecasting accuracy. - Prompt communication and facilitate Train and Trainer on all SOP and product features update. - Support SOP PMs and Service Lead 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.

Minimum Qualifications - BA/BS degree or equivalent practical experience. - Experience in running customer service BPO operations or customer experience industry. - Demonstrates effective, clear and professional written and oral communication. - Experience building, managing and influencing relationships with internal stakeholders. - Using data to generate insights and solve complex problems. - Support business in shifts/night shift by following the labor laws. Preferred Qualifications - COPC or CCXP certification. - Eager to learn, initiative taker and problem-solver. - Strong leadership experience and ability to build strong stakeholder relationships. - Thrives in fast and dynamic environments and has the ability to work under pressure. - Must be customer service and result-oriented. - Experience in eCommerce or marketplace platforms is a plus. - High problem solving and priority skills. - Ability to work under pressure. - Excellent skills for communicating and relating with both team members and customers. ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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. #LI-Onsite