Responsibilities

The Global Payment team of ByteDance provides payment solutions - including payment acquisitions, disbursements, transaction monitoring, payment method management, foreign exchange conversion, accounting, reconciliations, and so on to ensure that our users have a smooth and secure payment experience on ByteDance platforms including TikTok. In line with the globalization strategy and vision of the company, the Global Payment team builds a platform to provide cross-border payment solutions for all ByteDance's products and services, that are growing rapidly worldwide. This is an exciting opportunity to make an impact on global scale across all ByteDance's business use cases. - Own the improvement of efficiency, quality, and cost metrics for the Global Payment Service Delivery team. Deliver business outcomes by refining team operating mechanisms, building operational tools, and developing talent. - Build effective internal and external communication mechanisms. Establish smooth complaint-handling collaboration, SOP sharing, and continuous improvement processes with upstream customer service teams identify product and business issues through internal feedback channels and drive the development of service tools and resolution capabilities. - Leverage new technologies such as AI to improve day-to-day operational efficiency and quality, and lead the team's upgrade from complaint handling toward process operations and tool operations. - Plan and manage global BPO operations, including site planning and cost management. Lead the team in advancing digitalized BPO management and driving capability upgrades across BPO operations. - Develop the global Service Delivery team by continuously strengthening team capabilities in line with business and technology evolution, and by driving ongoing responsibility and role enhancement.

Qualifications

Minimum Qualification(s): - 5+ years of experience in internet customer complaint operations and team management, with solid knowledge of key complaint-related metrics and operational methodologies, as well as excellent English communication skills. - Strong sense of ownership and service mindset, with outstanding capabilities in people coaching, team building, process improvement, and data analysis. - Excellent cross-functional communication and team collaboration skills, with the ability to establish effective working mechanisms and maintain strong partnerships across upstream and downstream teams. - Familiarity with AI applications in operational scenarios, openness to adopting new technologies, and a passion for innovation. - Strong self-motivation, with the ability to proactively identify solutions and drive issue resolution and improvement. Preferred Qualification(s): - Experience in overseas or cross-border customer service operations management.

Service Delivery Team Leader - Global Payment (Singapore)