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E-Commerce - Partner Operations Manager

4 semanas atrás

São Paulo, São Paulo, Brasil TikTok Tempo inteiro

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Responsibilities

About the team:

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for buyers, sellers and creators. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. We are looking for a Partner Operations Manager to manage the BPO vendors and daily operational performance.

  • Identify areas of opportunities to improve performance, work with Partner Operation Leader to develop a comprehensive improvement plan;
  • Monitor the execution of improvement plans to ensure BPO is meeting all performance-related metrics (e.g. customer satisfaction, service level, handling time);
  • Ensure SOP documentation/training material and all relevant frameworks are in place;
  • Share performance report and raw data on a weekly basis to BPO for performance management;
  • Take notes of action items and feedback on every meeting and assign owners to each action item, following through the status of completion;
  • Optimize the working processes based on improvement opportunities found by internal colleagues or external customers;
  • Review all escalations from the in-house team and provide comprehensive feedback to the BPO team;
  • Work with the SOP, QA, Training and System teams to optimize new and existing processes impacting buyers/sellers/creators;
  • Provide prompt communication and facilitate Train and Trainer on all SOP and product features updates;
  • Support Partner Operation Manager on all bug issues reported by BPO team, raise on-call and coordinate information needed for troubleshooting;
  • Support ad-hoc projects and initiatives per business needs.
Qualifications

Minimum Qualifications:

  • Bachelor's degree or equivalent practical experience.
  • 3+ years of experience in a customer service environment.
  • Demonstrates effective, clear and professional written and oral communication.
  • Proven experience building, managing and influencing relationships with internal stakeholders.
  • Full professional proficiency in English and Portuguese is required for the role.

Preferred Qualifications:

  • Experience in global service launches, especially in new market kickoff.
  • Experience in eCommerce or marketplace platforms.
  • Skilled in problem-solving, issue resolution, multitasking, and meeting tight deadlines with strong attention to detail.
  • Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives.
  • Results-driven team player with strong ownership and high standards.
About ByteDance Brazil

ByteDance is a global incubator of platforms at the cutting edge of commerce, content, entertainment, and enterprise services - over 2.5 billion people interact with ByteDance products, including TikTok.

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.

TikTok Accommodation

TikTok 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

Job Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Management and Manufacturing
  • Industries: Technology, Information and Internet

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