Commerce- Partner Operations Manager, EMEA Service - London, United Kingdom - TikTok

Description

About the team

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators.

Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.

We are looking for a Partner Operation Manager role to manage our BPO service delivery performance on a day-to-day basis and drive continuous improvement together with all internal functions by leveraging all available resources.

You will be managing our BPO network within EMEA markets, responsible for enabling our BPO network to resolve inbound contacts from our Buyers, Sellers and Creators to resolve and drive continuous improvement together with inhouse teams and BPO suppliers Responsibilities- Work with BPO suppliers to ensure a high performing team to provide world-class services to customers, sellers and creators.

- Be responsible for the overall coordination and execution of the BPO suppliers' operational performance, push service quality and cost efficiency to a positive trend.- Coordinate and execute complex customer/seller/creator services related projects in BPO sites.- Identify, develop, and drive plans to ensure BPO is meeting all performance-related metrics (. – customer satisfaction, service level, handle time).

- Optimize the working processes based on any improvement opportunities found by internal colleagues or external customers.- Maintaining a scorecard by BPO suppliers, can prove the BPO success with solid data analysis.- Ensure proper staffing and contingency plans are in place to ensure consistent performance through normal business, seasonality, and new product introduction peaks.- Work with senior leadership and internal peer groups on continuous improvement projects targeted at improving customer experience.- Own vendor cost per contact trending well.

Manage cost related metrics like AHT, repeated contacts, etc.

Audit monthly billing invoices prior to submission for accuracy.- Own all operational escalations from vendor sites and ensure complete root cause deep dive analysis is completed each time to understand and drive improvements throughout the organization.

Minimum Qualifications- BA/BS degree or equivalent practical experience, advanced degree preferred.- Experience in managing global contact center business, BPO management experience is preferred.- Experience with managing contact center metrics and systems- Experience leading and developing outsourced vendors.

Preferred qualification- Experience in eCommerce or marketplace platform is a plus.- Stakeholder Management : Ability to successfully function across groups and drive influence throughout all levels of the organization.- Six Sigma training OR COPC (certification is a plus).- Communication: Excellent verbal and written communication skills; ability to synthesize complex and sometimes confusing information into succinct executive summaries.