Regional Partner Manager, Customer Support - Trust & Safety, Los Angeles

TikTok; Los Angeles (CA); On-site; USD 83,000 - 144,000; Full time

Job summary

TikTok is seeking a Regional Partner Manager for Customer Support to coordinate with BPO vendors in Los Angeles. The ideal candidate will manage vendor relationships, ensuring operational excellence and compliance with standards. This mid-senior level role involves strategic planning, performance assessment, and driving improvements to enhance customer service.

Benefits

Medical, dental, and vision insurance

401(k) savings plan with company match

Paid parental leave

Life insurance

Wellbeing benefits

10 paid holidays

10 paid sick days

17 days of Paid Personal Time

Qualifications

• 5 years of experience in vendor management or BPO operations.
• Strong track record in managing outsourced service providers.
• Experience managing cross-functional projects and driving process improvements.

Responsibilities

• Serve as primary liaison for BPO partners, ensuring strong relationships.
• Oversee vendor operations for service delivery and compliance.
• Drive innovation to enhance service delivery and customer satisfaction.

Skills

Analytical skills

Communication skills

Negotiation skills

Influencing skills

Project management

Education

Bachelor’s degree in Business Administration

Tools

MS Excel

Power BI

Tableau

Job description

Regional Partner Manager, Customer Support - Trust & Safety, Los Angeles

Regional Partner Manager, Customer Support - Trust & Safety, Los Angeles

Responsibilities
About the Team:
TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission. As a Partner Manager, you will play a pivotal role in managing our vendor BPOs (Business Process Outsourcing) that provide essential services to our organization. You will be responsible for fostering strong relationships with our partners, ensuring operational excellence, and driving strategic initiatives that align with our business goals. Your role will involve optimizing resource allocation, enhancing service delivery, and ensuring compliance with international standards.

Responsibilities:
- Serve as the primary liaison for our BPO partners, building and nurturing robust, long-term relationships.
- Conduct regular business reviews with vendors to assess performance, discuss challenges, and identify opportunities for mutual growth.
- Oversee day-to-day vendor operations to ensure service delivery meets or exceeds agreed-upon SLAs and KPIs.
- Identify process gaps and implement scalable solutions to enhance operational efficiency and reduce costs.
- Ensure that vendor operations adhere to relevant regulatory and compliance standards, including data security and labor laws.
- Lead change initiatives, from system upgrades to process reengineering, in collaboration with both internal stakeholders and vendor partners.
- Drive innovation by leveraging vendor capabilities to improve service delivery and customer satisfaction.
- Develop strategic plans and contingency measures to address vendor-related challenges and minimize operational risks.

Qualifications
Minimum Qualifications:
- 5 years of experience in vendor management or BPO operations, preferably in a multi-site environment.
- Bachelor’s degree in Business Administration, Management, or a related field.
- Proven track record in managing outsourced service providers in a multi-site or global environment.
- Strong analytical skills with advanced proficiency in MS Excel; familiarity with data visualization tools (e.g., Power BI, Tableau) is a plus.
- Excellent communication and negotiation skills, with a demonstrated ability to influence and collaborate with internal and external stakeholders.
- Experience managing cross-functional projects and driving process improvements.

Preferred Qualifications:
- Experience working in a global context, managing vendors across multiple time zones.
- Familiarity with compliance and regulatory standards relevant to BPO operations.
- Background in call center or customer service operations.
- Proficiency in additional data analytics tools or CRM systems.

About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.


Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.


Trust & Safety
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.


TikTok Accommodation
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request


Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $83600 - $143555 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development and Sales

• Industries

  Technology, Information and Internet

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