Partner Operations Manager, Global E-Commerce

Responsibilities

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. We are looking for a Partner Operations Manager to manage the BPO vendors and daily operational performance.

• Identify areas of opportunity to improve performance, and work with the Partner Operations Leader to develop a comprehensive improvement plan.
• Monitor the execution of improvement plans to ensure the BPO is meeting all performance-related metrics (e.g., customer satisfaction, service level, handling time).
• Ensure SOP documentation, training materials, and all relevant frameworks are in place.
• Share performance reports and raw data with the BPO on a weekly basis for performance management.
• Take note of action items and feedback in every meeting, assign an owner to each action item, and follow through on the status of completion.
• Optimize working processes based on any improvement opportunities identified by internal colleagues or external customers.
• Review all escalations from the in-house team and provide comprehensive feedback to the BPO team.
• Go-to-market readiness: work with our Regional Solutions team to ensure the global SOP is aligned with country/regional regulations, and that our BPO operations have a workable solution that resolves issues for Buyers, Sellers, or Creators on the first attempt.
• Communicate promptly and facilitate Train-the-Trainer sessions on all SOP and product feature updates.
• Support the Partner Operations Manager on all bug issues reported by the BPO team, raise on-calls, and coordinate the information needed for troubleshooting.

Qualifications

Minimum Qualification(s)

• BA/BS degree or equivalent practical experience.
• A minimum of 3 years' experience in a customer service environment.
• Demonstrated effective, clear, and professional written and oral communication skills.
• Experience building, managing, and influencing relationships with internal stakeholders.
• Proven ability to use data to generate insights and solve complex problems.

Preferred Qualification(s)

• Eager to learn, with strong initiative and problem-solving abilities.
• Strong problem-solving and prioritization skills.
• Thrives in fast-paced and dynamic environments.
• Customer-service
• and results-oriented mindset.
• Excellent skills in communicating and building relationships with both team members and customers.

Job Information

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico 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.​

Inspiring creativity is at the core of ByteDance's mission. Our innovative products are 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 enrich life - a mission we work towards every day.​

As ByteDancers, 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. 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​

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.​

Apply to this job