Partner Operations Manager, Video Safety Operations (VSO)

TIKTOK PTE LTD (TIKTOK); Jakarta Utara; On-site; IDR 80,000,000 - 120,000,000; Full time

Job summary

TikTok is seeking a Partner Operations Manager within Video Safety Operations to lead outsourcing performance and improve partner delivery. This role focuses on driving quality metrics, managing vendor relationships, and ensuring adherence to budgets across multiple partner sites.

The ideal candidate will have 5+ years in outsourced partner management, strong communication skills, and experience with large-scale operational transformations.

Qualifications

• 5+ years of experience managing outsourced partner relationships.
• Experience in Operations Management, Program Management, and Large-scale transformation projects.
• Strong oral and written communication and influencing skills.

Responsibilities

• Ensure program success through delivery of OKRs/goals (latency, quality, wellness).
• Keep partner sites accountable and drive operational excellence.
• Ensure budget adherence and financial accounting for partner production, training, and expenses.
• Own outsourcing performance including monitoring delivery and vendor performance.

Skills

Partner relationship management

Operations management

Program management

Communication skills

Stakeholder influence

Job description

Partner Operations Manager, Video Safety Operations (VSO)

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. Responsibilities

• 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.

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. Responsibilities

• 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