Vendor Operations Lead — Performance & Onboarding

TikTok; Singapore; On-site; SGD 90,000 - 135,000; Full time

Job summary

TikTok’s Monetization Product Operations (MPO) is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations. The mission is to provide Best in class advertising experience by ensuring excellence in customer service and streamlining process & tools to ensure smooth operations.

The role focuses on partnering with vendor sites to manage performance, drive improvement plans, and coordinate with internal teams to optimize SLAs, quality, and governance

Qualifications

• 4+ years of Workforce Management in a contact centre or BPO.
• At least 2 years in a vendor-facing or vendor management role.
• Proficiency in SQL for data querying and manipulation.
• Strong Excel and/or Google Sheets skills (pivot tables, formulas, data cleaning).
• Excellent communication and stakeholder management across time zones.
• Experience running QBRs/MBRs with external vendors and preparing leadership decks.
• Strong analytical skills to translate data into recommendations.

Responsibilities

• Serve as the primary operational point of contact for assigned vendor sites
• Lead regular business reviews — weekly and monthly — with vendor operations leads, tracking performance against contractual KPIs
• Drive accountability on quality, productivity, and compliance metrics; own escalation and corrective action processes end-to-end
• Monitor day-to-day vendor operations, flagging performance deviations and ensuring timely resolution
• Track and report on key operational metrics including SLA attainment, CSAT, productivity, AHT, and quality scores
• Manage vendor onboarding for new agent batches, including training coordination, tooling access, and readiness checkpoints
• Partner with internal Quality and CSAT teams to share performance insights and co-develop improvement plans with vendors
• Support contract and SOW management; flag risks related to billing accuracy, SLA credits, or scope changes
• Liaise across Vendor Operations, Tooling, and Support leadership to surface vendor feedback and champion process improvements

Skills

SQL

Excel/Sheets

KPIs tracking

Vendor management

Stakeholder management

Data analysis

QBRs/MBRs

Job description

TikTok’s Monetization Product Operations (MPO) is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations. The mission is to provide Best in class advertising experience by ensuring excellence in customer service and streamlining process & tools to ensure smooth operations.

The role focuses on partnering with vendor sites to manage performance, drive improvement plans, and coordinate with internal teams to optimize SLAs, quality, and governance