Job Description

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

Skills Required