Job Description
Responsibilities
About the team
The PTE-Scaled governance team is responsible for the end-to-end business results, such as the final results of ecological governance and LIVE monetization governance. Simultaneously, we must ensure that the governance experience does not impact business growth.
With the development and expansion of the LIVE business, we also handle other projects rather than original governance projects, such as agency governance, model solution, BRIC, or other projects.
We need to evolve into a central role of scaled operations for overall LIVE and provide a one-stop solution to the needs of scaled projects with a full lifecycle.
We leverage both in-house and BPO resources to partner or integrate all business needs for high-efficiency and high-quality operations.
More importantly, in 2025, the team will accelerate ROI improvement methods for overall operations to balance cost and effectual output better.
Responsibilities:
- Establish, maintain, and oversee relationships with BPO vendors, ensuring cost-effectiveness and productivity.
- Regularly assess vendor performance, ensuring they meet contractual obligations and service level agreements.
- Ensure the quality metrics of the BPO sites are in line with internal Bytedance business expectations
- Coordinate with internal and external stakeholders, ensuring alignment of objectives and clear communication.
- Work closely with cross-functional teams to align BPO services with company needs and objectives.
- Resolve conflicts and address vendor-related issues in a timely manner.
- Analyze performance metrics including quality and implement corrective measures when needed.
- Travel to BPO vendor sites for evaluations, meetings, and relationship strengthening.
- Regularly produce and present detailed insights on vendor performance, risks, opportunities, and other relevant metrics.
Qualifications
Minimum Qualifications:
- Bachelor's degree in Business, Management, Operations, or a related field.
- Minimum of 5 years of experience in BPO/vendor management or a related role.
- Experience in managing quality of BPO operations at scale
- Proven track record in end-to-end BPO management, including the selection phase, is highly desirable.
- Ability to effectively coordinate with both internal and external stakeholders.
- Ability to travel frequently (30% - 50%)
- Proficiency in producing and interpreting detailed reports.
Preferred Qualifications:
- Flexibility to work across global time zones as required to support global teams and stakeholders
- Strong analytical and problem-solving skills.
- Strong Content Moderation Quality management experience
- Familiarity with the BPO industry, including its trends and best practices.
- Capacity to multitask, prioritize, and operate efficiently in a fast-paced environment.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
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.
