12d 13h ago
Vendor Manager
TikTok·Operations · Social Media
🏢Hybrid
|Singapore, Singaporegoogle_suiteexcelsql
Vendor Manager
TikTok | Operations | Social Media
Hybrid
Full Time
Singapore, Singapore, Los Angeles, New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, Tokyo
Source not independently verified
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Position:
Vendor Manager, MPO Support Ops
Company:
TikTok
Location:
Singapore or Los Angeles or New York City or London or Dublin or Paris or Berlin or Dubai or Jakarta or Seoul or Tokyo
Employment type:
Full Time
Work Arrangement:
Onsite
Short Summary:
The Monetization Product Operations (MPO) team is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations. The mission is to provide a best-in-class advertising experience by ensuring excellence in customer service and streamlining processes and tools for smooth operations.
Responsibilities:
- Serve as the primary operational point of contact for assigned vendor sites
- Lead regular business reviews with vendor operations leads, tracking performance against contractual KPIs
- Drive accountability on quality, productivity, and compliance metrics; own escalation and corrective action processes
- Monitor day-to-day vendor operations, flagging performance deviations and ensuring timely resolution
- Track and report on key operational metrics including SLA attainment, CSAT, productivity, AHT, and quality scores
- Manage vendor onboarding for new agent batches, including training coordination and tooling access
- Partner with internal Quality and CSAT teams to share performance insights and co-develop improvement plans with vendors
- Support contract and SOW management; flag risks related to billing accuracy, SLA credits, or scope changes
- Liaise across Vendor Operations, Tooling, and Support leadership to surface vendor feedback and champion process improvements
Requirement:
- Minimum 4 years of experience in Workforce Management within a contact center or BPO environment, with at least 2 years in a vendor-facing or vendor management capacity
- Proficiency in SQL for data querying and manipulation
- Strong working knowledge of Excel and/or Google Sheets
- Solid understanding of business metrics and KPIs
- Excellent communication and stakeholder management skills
- Experience running QBRs / MBRs with external vendors and preparing performance decks for leadership
- Strong analytical skills
Benefits:
- TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives.
- The company fosters a diverse environment that reflects the many communities it reaches.
Vendor Manager, MPO Support Ops
Company:
TikTok
Location:
Singapore or Los Angeles or New York City or London or Dublin or Paris or Berlin or Dubai or Jakarta or Seoul or Tokyo
Employment type:
Full Time
Work Arrangement:
Onsite
Short Summary:
The Monetization Product Operations (MPO) team is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations. The mission is to provide a best-in-class advertising experience by ensuring excellence in customer service and streamlining processes and tools for smooth operations.
Responsibilities:
- Serve as the primary operational point of contact for assigned vendor sites
- Lead regular business reviews with vendor operations leads, tracking performance against contractual KPIs
- Drive accountability on quality, productivity, and compliance metrics; own escalation and corrective action processes
- Monitor day-to-day vendor operations, flagging performance deviations and ensuring timely resolution
- Track and report on key operational metrics including SLA attainment, CSAT, productivity, AHT, and quality scores
- Manage vendor onboarding for new agent batches, including training coordination and tooling access
- Partner with internal Quality and CSAT teams to share performance insights and co-develop improvement plans with vendors
- Support contract and SOW management; flag risks related to billing accuracy, SLA credits, or scope changes
- Liaise across Vendor Operations, Tooling, and Support leadership to surface vendor feedback and champion process improvements
Requirement:
- Minimum 4 years of experience in Workforce Management within a contact center or BPO environment, with at least 2 years in a vendor-facing or vendor management capacity
- Proficiency in SQL for data querying and manipulation
- Strong working knowledge of Excel and/or Google Sheets
- Solid understanding of business metrics and KPIs
- Excellent communication and stakeholder management skills
- Experience running QBRs / MBRs with external vendors and preparing performance decks for leadership
- Strong analytical skills
Benefits:
- TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives.
- The company fosters a diverse environment that reflects the many communities it reaches.
Required Skills
google_suiteexcelsql
Required Languages
🇬🇧 English
Key competency: Operations