Job Description

Global Operations



Vendor Operations, Global Lead - Solution Engineer Operations



Location

:



Singapore



Employment Type

:



Regular



Job Code

:



A208645A



Responsibilities



Team Introduction

The Solution Engineer Operations team provides omnichannel technical product support across our Advertising Products & Platforms ecosystem. Our team is based globally across Austin, San Jose, London, Tel Aviv, Singapore, & Tokyo providing global coverage for our internal and external stakeholders.



Our team partners with Product Specialist & Sales teams to resolve issues, fix bugs & ensure the VOC of the customer is fed back into the products we develop for our team. The role is based on our Technical Product Solutions function, which is growing fast to develop scalable technical support solutions, delivered via inhouse and vendor teams. Innovate service models across existing support channels and aid in feature development of customer service tools portfolio

Responsibilities:

Lead the development and execution of the global vendor management strategy and governance. Align vendor goals with the company's business performance metrics and ensure that vendor partnerships drive operational efficiency, cost savings, and innovation. Lead vendor selection, setup and operations launch, execute on budget management, invoice reconciliation and contracting - manage these work-streams with relevant internal teams Lead goal setting for global delivery teams leverage industry standard models, track across leading & lagging metrics such as SLA, CSAT, Ticket resolution time Manage the channel expansion strategy from a scaled service view to effectively increase coverage of advertisers and drive faster resolution and high CSAT Own the global vendor contract lifecycle, from drafting, negotiating, and reviewing RFPs and contracts to managing renewals and ensuring compliance. Ensure all contracts are in line with organizational standards, compliance regulations, and financial goals. Responsible for vendor lifecycle, including site launches and closures Proactively identify and mitigate risks in vendor relationships, ensuring contractual obligations are met and that the company is protected in all agreements. Oversee a global team of vendor managers, providing guidance, training, and mentorship to ensure the team's success. Foster a collaborative and high-performance culture. Cross collaborates with internal product teams working on Tiktok Ads product and manages new product support launches Partners closely with Global Quality, CSAT, and Training teams and drive improvement of the overall product support, through upskilling of agent skill to standardize processes, increase efficiency, and ensure the highest level of service

Qualifications



Minimum Qualifications

BA/BS degree or equivalent practical experience 5+ yrs managing large-scale global vendor operations teams in Technical Customer Support 5+ years of managerial experience in Customer Success or operations related position Preferred experience of working with Vendors & 3rd party service providers for Technical Customer Service Preferred experience with RFP process and BPO contracting Experience building, managing and influencing relationships with senior stakeholders and executive teams, using data to generate insights and solving complex problems

Preferred Qualifications

Experience in Advertising/Digital industry is a plus Data analysis knowledge using Tableau, Google Studio is a plus COPC, PMP certifications are a plus

Job Information



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.



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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.



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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.



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Diversity & Inclusion



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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.