BPO Vendor & Performance Manager

TikTok USDS Joint Venture; San Jose (CA); On-site; USD 96,000 - 217,000; Full time

Job summary

TikTok USDS Joint Venture LLC is hiring a Senior BPO Operations & Risk Manager to oversee vendor relationships, enforce SLAs, and optimize processes within the USDS Local Services team.

You will collect requirements from Labelling, Enforcement, Moderation, and Service teams, manage contracts, and ensure compliant operations while protecting user data. On-site work in the Los Angeles area is expected.

Qualifications

• Strong Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields.
• 3+ years of demonstrated experience in a role involving Risk or BPO operations, including enforcement, labelling, moderation, or service, preferably in the Internet, E-commerce, or O2O industry.
• In-depth understanding of BPO management, including requirements management, SOP development, SLA, productivity, and quality-level related metrics, and BPO workforce planning and management. Familiarity with the BPO industry, including its trends and best practices.
• Data interpretation or analysis will be required for this role.
• BPO workforce planning, budget setting, negotiation, and contract management-related track record are highly desirable.
• Excellent report-writing and presentation skills.

Responsibilities

• Oversee or establish relationships with BPO vendors, ensuring that BPO operations and manpower meet our project requirements, productivity and cost-effectiveness.
• Regularly track, analyze, and assess BPO performance, ensuring that they meet the SLA and project requirements. Develop and work with relevant stakeholders to implement BPO improvement plans, e.g., human-error corrective actions, process optimization, tooling upgrades, policy optimization, etc.
• Collect, evaluate and manage project requirements from various internal stakeholders, such as Labelling, Enforcement, Moderation, Service. Align on and deliver a project plan to meet the requirements.
• Evaluate and onboard potential BPO vendors, and manage contractual terms with them (if needed). Implement billing/ settlement terms with BPO vendors and ensure their contractual obligations are met.

Skills

Bachelor's degree

Data interpretation

Risk management

BPO operations

SLA understanding

Reporting skills

Education

Bachelor's degree or higher in a quantitative field

Job description

TikTok USDS Joint Venture LLC is hiring a Senior BPO Operations & Risk Manager to oversee vendor relationships, enforce SLAs, and optimize processes within the USDS Local Services team.

You will collect requirements from Labelling, Enforcement, Moderation, and Service teams, manage contracts, and ensure compliant operations while protecting user data. On-site work in the Los Angeles area is expected.