Partner Operations Manager

6 meses atrás

Sao Paulo, Brasil TikTok Tempo inteiro

Responsibilities
Why Join Us?
Creation is the core of TikTok's purpose. Our platform is built to help imagination thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve. Join Us.

Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance. Some content viewed may violate our community guidelines, which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder.

We're the Global Partnership Management (GPM) team. We are in charge of the global BPO service to ByteDance.
This role is specifically for the AMS AI Data Service and Operations-Partnership Management Success team, which is dedicated solely to supporting within the ADSO team pillar and with the BPOs that are dedicated to the ADSO business.

What will I be doing?
- Partner Ops Manager will ensure the program/project is successful through strong service delivery of core ADSO OKR/goals (Productvity, AHT, UR, Quality, Wellness).
- Will hold the partner site accountable to and help set a clear path towards operational excellence.
- Ensure adherence to ADSO budget and accurate financial accounting of vendor partner production, training and other expenses.
- Will own the partner relationship for outsourcing performance including monitoring delivery, vendor performance management. This includes identifying operational and performance risk and mitigations proactively within the assigned sites and ADSO line of businesses.
- Crisply articulate site performance and any remediation plans to an executive level.
- Ability to manage multiple responsibilities simultaneously and effectively, and efficiently prioritise and meet deadlines.
- Demonstrate Operational Excellence experience and focus on continuous improvement by re-engineering site level processes as needed (i.e. wfm, floor management, workload prioritisation, etc.)
- Manage complex vendor and internal stakeholder relationships and ensure adherence to standard operating procedures.
- Ability to travel 50%-70% is required for this role.

**Qualifications**:
What should I bring with me?
- 2 years plus management/team lead experience is essential, with previous ADSO experience desirable
- 4 years experience managing outsourced partner relationships
- Fluency in both English and Brazilian Portuguese is required.
- Operations Management, Program management, Large scale transformation project experience.
- Strong oral and written communications and influencing skills.
- Able to navigate a global organisation, influence stakeholders and affect outcomes, and ability to gain trust and influence with limited direct authority, which is particuarly relevant for ADSO lines of business.
- Experience with large scale operations working across or coordinating with multiple domains and business units.
- Ability to think outside the box, multitask and work well under pressure, to identify issues and work to resolve them in partnership with business leaders.

Important to know & big plus to have
- Track record of experience working directly with BPOs/ Vendor, with previous ADSO experience desirable.
- Knowledge of the differences between ADSO & T&S lines of business

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.

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