SMB BPO Management Manager - TikTok Local Services

TikTok; Jakarta Pusat; On-site; IDR 36,000,000 - 72,000,000; Full time

Job summary

TikTok's Local Services team in Jakarta is seeking a results-driven Operations professional to manage and optimize BPO workflows, resolve seller queries, and lead projects focused on integration and scalability. You will monitor performance metrics, identify bottlenecks, and collaborate with cross-functional teams to align strategies and drive growth in a fast-paced environment.

A bachelor’s degree and at least two years in transaction operations are required; strong problem-solving,

Qualifications

• Bachelor’s degree in Business, Operations, or a related E-commerce field.
• At least 2 years of experience in Transaction operations, account management is a plus.
• Strong problem-solving skills and the ability to resolve complex issues in a fast-paced environment.
• Strong communication and collaboration skills to work cross-functionally with internal teams and stakeholders.
• Ability to manage multiple projects simultaneously while ensuring alignment with business objectives.
• Data-driven mindset with the ability to analyze performance metrics and propose actionable improvements.

Responsibilities

• Manage and optimize BPO workflows to ensure smooth and efficient operations, meeting key performance targets.
• Resolve complex seller queries and provide actionable insights to improve seller experience and engagement.
• Lead key platform projects focused on integration, monetization, and scalability, ensuring alignment with overall business goals.
• Collaborate with cross-functional (XFN) teams and category teams to align strategies, drive shared objectives, and optimize team performance to foster strong relationship with internal stakeholders.
• Monitor and analyze BPO performance metrics, identify bottlenecks, and implement process improvements to enhance productivity.
• Continuously assess and adjust operational processes to support business growth and innovation.

Skills

Problem solving

Communication

Multi-project management

Data-driven

Education

Bachelor’s degree in Business/Operations/E-commerce

Job description

Responsibilities

About the Team

With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local services platform for users and partners.

In Local Services, through POI, Video, LIVE, Search, and other various products, services and roles related to life are creatively connected, making the daily life experience richer, more unique and more innovative.

At the same time, Local Services creates an inclusive and fair healthy business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency.

• Manage and optimize BPO workflows to ensure smooth and efficient operations, meeting key performance targets.
• Resolve complex seller queries and provide actionable insights to improve seller experience and engagement.
• Lead key platform projects focused on integration, monetization, and scalability, ensuring alignment with overall business goals.
• Collaborate with cross-functional (XFN) teams and category teams to align strategies, drive shared objectives, and optimize team performance to foster strong relationship with internal stakeholders.
• Monitor and analyze BPO performance metrics, identify bottlenecks, and implement process improvements to enhance productivity.
• Continuously assess and adjust operational processes to support business growth and innovation.

Qualifications

Minimum Qualifications:

• Bachelor’s degree in Business, Operations, or a related E-commerce field.
• At least 2 years of experience in Transaction operations, account management is a plus
• Strong problem-solving skills and the ability to resolve complex issues in a fast-paced environment.
• Strong communication and collaboration skills to work cross-functionally with internal teams and stakeholders.
• Ability to manage multiple projects simultaneously while ensuring alignment with business objectives.
• Data-driven mindset with the ability to analyze performance metrics and propose actionable improvements.

Preferred Qualifications:

• Proactive and results-oriented, with strong project management, organizational, and analytical skills
• High attention to detail and rigor, with a can-do attitude and eagerness to learn
• Adaptable and able to thrive in ambiguity, adjusting quickly to change and committed to continuous improvement
• Open to giving and receiving constructive feedback

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.