Vendor Ops Manager — MPO Support & Programs

TikTok; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

TikTok is seeking a seasoned Monetization Product Operations professional in Singapore to oversee vendor operations and support excellence in post-sales processes. You will drive weekly and monthly business reviews, monitor critical KPIs, and partner with Quality/CSAT teams to implement improvements across vendors.

You will coordinate onboarding for new agent batches, manage tooling access, and support contract/SOW management while liaising with Vendor Operations, Tooling, and Support leadership

Qualifications

• Minimum 4 years in Workforce Management within contact centre/BPO
• At least 2 years in vendor-facing or vendor management
• Proficiency in SQL for data querying and manipulation
• Strong Excel/Google Sheets skills (pivot tables, formulas)
• Solid understanding of business metrics and KPIs
• Excellent communication and stakeholder management across time zones and cultures
• Experience running QBRs/MBRs with external vendors and preparing performance decks
• Strong analytical skills to build models and translate data into actions

Responsibilities

• Serve as the primary operational point of contact for assigned vendor sites
• Lead regular business reviews — weekly and monthly — with vendor operations leads
• Drive accountability on quality, productivity, and compliance metrics; own escalation and corrective action processes end-to-end
• Monitor day-to-day vendor operations, flag performance deviations and ensure 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

Workforce Management

SQL

Excel/Sheets

KPIs & metrics

Stakeholder management

Vendor management

QBRs & leadership decks

Data analysis

Tools

SQL

Job description

TikTok is seeking a seasoned Monetization Product Operations professional in Singapore to oversee vendor operations and support excellence in post-sales processes. You will drive weekly and monthly business reviews, monitor critical KPIs, and partner with Quality/CSAT teams to implement improvements across vendors.

You will coordinate onboarding for new agent batches, manage tooling access, and support contract/SOW management while liaising with Vendor Operations, Tooling, and Support leadership