Vendor Operations & Performance Lead

TikTok; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

TikTok is seeking a results-driven Senior Operations Specialist for Monetization Product Operations in Singapore to optimize customer support and workflows across vendor sites. You will drive KPI reporting, vendor collaboration, onboarding, and tooling improvements to ensure service excellence.

Proficiency in SQL and Excel, plus vendor-management experience, are essential to analyze data, generate actionable insights, and support cross-team initiatives that enhance the monetization ecosystem.

Qualifications

• Minimum 4 years in Workforce Management within a contact centre/BPO.
• Proficiency in SQL for data querying and manipulation.
• Strong Excel/Sheets skills including pivot tables and data cleaning.
• Solid understanding of business metrics and KPIs.
• Excellent communication and stakeholder management across time zones.
• Experience running QBRs/MBRs with external vendors and leadership decks.
• Analytical mindset, able to build models and derive actions.

Responsibilities

• Serve as the primary operational point of contact for assigned vendor sites.
• Lead regular business reviews with vendor operations leads and track KPIs.
• Drive accountability on quality, productivity, and escalation processes.
• Monitor day-to-day operations and flag performance deviations.
• Track SLA attainment, CSAT, productivity, AHT, and quality scores.
• Manage vendor onboarding for new agent batches, training and access.
• Partner with Quality and CSAT teams to share insights and improvements.
• Support contract and SOW management; flag billing or scope risks.
• Collaborate across Vendor Ops, Tooling, and Support leadership on improvements.

Skills

SQL

Excel

KPIs

Stakeholder management

Vendor management

QBRs/MBRs

Analytical skills

Cross-time-zone collaboration

Tools

Excel

Job description

TikTok is seeking a results-driven Senior Operations Specialist for Monetization Product Operations in Singapore to optimize customer support and workflows across vendor sites. You will drive KPI reporting, vendor collaboration, onboarding, and tooling improvements to ensure service excellence.

Proficiency in SQL and Excel, plus vendor-management experience, are essential to analyze data, generate actionable insights, and support cross-team initiatives that enhance the monetization ecosystem.