Commerce - Brazil Service Delivery Lead

Responsibilities
About Us
TikTok is the leading destination for short-form mobile video.
Our mission is to inspire creativity and bring joy.
TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative.
We create to inspire - for you, for us, and for more than 1 billion users on our platform.
We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes.
Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility.
Join us and make impact happen with a career at TikTok.
About the Team
The Governance and Experience team is a global team responsible for ensuring that our platform provides a safe, welcoming, and enjoyable experience for our Merchants, Creators and our community.
We value user satisfaction and work on policies, rules and systems to ensure quality.
Service and Experience Team is part of the Governance and Experience organization.
Our mission is to provide world-class service and experience for customers, sellers and creators.
We are looking for a Service Delivery Lead in Brazil to manage Tier 1 BPO vendors, Tier 2 Operations, be responsible for Training and Quality on a day-to-day basis and drive continuous improvements by working together with cross-functional teams.
We are open to hiring for this position in São Paulo, Brazil.
Roles & Responsibilities
- Lead a team to support overall e-commerce business, including customer service, seller support and creator support.
- Ensure the support quality for both Tier1 BPO outsource and Tier2 staff.
- Set up the vendor engagement strategy from both commercial and operation sides.
- Be responsible for the service delivery results and drive improvements based on opportunities identified in daily operations.
- Coordinate all complex and critical customer/seller/creator escalations and drive for solutions.
- Lead the team to meet all performance related metrics (e.g. - customer satisfaction, service level, handle time) and achieve the operation excellence.
- Optimize the working procedure per business needs.
- Ensure proper staffing and contingency plans per needs.
- Work with senior leadership and internal peer groups on continuous improvement projects targeted at improving customer experience.
- Own vendor and team cost analysis and drive for improvement based on OKR goal set.
**Qualifications**:
- BA/BS degree or equivalent practical experience, advanced degree preferred.
- 5+ years of managing global contact center business, BPO management experience is preferred.
- Experience in eCommerce or marketplace platform is a plus.
- Ability to successfully function across groups and drive influence throughout all levels of the organization.
- Excellent verbal and written communication skills; ability to synthesize complex and sometimes confusing information into succinct executive summaries.
- Experience working with and managing outsourced vendors.
- Experience with CRM tools and functionality.
- Experience with contact center metrics and systems.
- Six Sigma training and COPC certified (certification is a plus).
- Ability to attend some night-time meetings including occasional weekend coverage for high level escalations as needed.
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.