Partner Operations Manager, Video Safety Operations (VSO)

TikTok; Jakarta Pusat; On-site; IDR 300,000,000 - 550,000,000; Full time

Job summary

TikTok Indonesia is seeking an experienced Senior Partner Success professional to drive quality improvements and manage outsourced partner relationships across the regional footprint. You will align with the TnQ team and moderation partners to monitor performance metrics and ensure delivery against OKRs.

The role requires strong communication, cross-functional collaboration, and ability to optimize processes, control budgets, and mitigate risks.

Qualifications

• 5+ years of experience managing outsourced partner relationships.
• Experience in operations management and program management.
• Experience with large-scale transformation projects.
• Strong communication and influencing skills across a global organization.
• Ability to navigate multiple domains and business units.
• Creative problem solving and proactive issue resolution with leaders.

Responsibilities

• Ensure delivery of core OKRs (latency, quality, wellness) through strong service delivery.
• Hold partner sites accountable and drive toward operational excellence.
• Manage budgets and financial accounting of vendor activities.
• Own outsourcing performance and vendor relationship management.
• Identify risks and mitigations and communicate remediation plans to executives.
• Manage multiple responsibilities and prioritize to meet deadlines.
• Drive continuous improvement by re-engineering site-level processes.

Skills

Partner management

Operations management

Program management

Transformation projects

Stakeholder influence

Cross-domain collaboration

Problem solving

Job description

Responsibilities

About the team This role is part of the Regional Partner Success team, to support driving quality improvements, leveraging key data inputs from Quality Data Measurement. This role will be a key conduit between the TnQ team and our partner teams and will be expected to drive performance metrics with our moderation teams across our Partner footprint.

• You will ensure the program/project is successful through strong service delivery of core OKR/goals ( Latency, quality, wellness)
• You will hold the partner site accountable to and help a set clear path towards operational excellence
• You will ensure adherence to budget and accurate financial accounting of vendor partner production, training and other expenses
• You will own the partner relationship for outsourcing performance including monitoring delivery, vendor performance management. This includes identifying operational and performance risk and mitigations proactively within the assigned sites and/or lines of businesses.
• You will crisply articulate site performance and any remediation plans to an executive level
• You are able to manage multiple responsibilities simultaneously and effectively, and efficiently prioritize and meet deadlines.
• You demonstrate Operational Excellence experience and focus on continuous improvement by re-engineering site level processes as needed (i.e. wfm, floor management, workload prioritization, etc.)
• You can manage complex vendor and internal stakeholder relationships and ensure adherence to standard operating procedures.

Qualifications

Minimum Qualification(s)

• 5+ years of experience managing outsourced partner relationships
• Operations Management, Program management, Large scale transformation project experience
• Strong oral and written communications and influencing skills. Able to navigate a global organization, influence stakeholders and affect outcomes. Ability to gain trust and influence with limited direct authority.
• Experience with large scale operations working across or coordinating with multiple domains and business units
• Ability to think outside the box, multitask, to identify issues and work to resolve them in partnership with business leaders.

Preferred Qualification(s)

• 2 years plus management/team lead experience

Trust & Safety

Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.

TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.

We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

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.