Vendor Ops SME | Training & SOP Lead

TikTok

Singapore

On-site

SGD 70,000 - 110,000

Full time

14 days+

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Job summary

TikTok is seeking a Monetization Product Operations specialist to support Vendor/BSO operations and post-sales workflows within the Product Strategy & Operations team. You will collaborate with Sales and product teams to improve SOPs, tooling, and the overall customer experience.

In this role you will train Vendor agents, review escalations, and help AI TPS learn from real cases. You will maintain the single source of truth for vendor handling and help prioritize changes that impact launch

Qualifications

Vendor/BPO operations experience in a support environment.
Analytical skills to identify root causes and translate findings into improvements.
Experience developing and delivering training content.
Experience owning or maintaining SOPs/knowledge content.

Responsibilities

Run targeted training for Vendor agents on issues, workflows, and quality expectations.
Conduct case reviews to identify gaps in processes, SOPs, or tooling.
Track failure patterns and translate findings into improvement asks.
Prioritize gaps affecting launch readiness, onboarding quality, or partner trust.
Own online SOPs as the single source of truth and keep them updated.
Label cases by issue type and resolution path to support AI TPS training.
Review AI TPS outputs for accuracy and policy alignment.
Provide structured feedback to AI TPS teams on errors.