Trust & Safety Vendor Performance Manager

TikTok USDS Joint Venture; San Jose (CA); On-site; USD 88,000 - 198,000; Full time

Job summary

TikTok USDS Joint Venture is seeking a Partner Manager for BPO Performance to lead the performance relationship with outsourced Trust & Safety operations. You will drive governance, analytics, and corrective actions with BPO partners to safeguard the platform and users.

The role focuses on cross-functional collaboration with Policy, Quality, Training, Engineering, and vendor leadership, ensuring SLAs, risk controls, and continuous improvement across sites. 10–15% travel is expected.

Qualifications

• 3+ years in Trust & Safety Operations Management or equivalent.
• Proven ability to manage vendors and drive performance improvements.
• Strong written and oral communication with cross‑functional influence.
• Proficiency with data visualization and analytics tools.

Responsibilities

• Own performance governance for outsourced partner sites with regular reviews.
• Establish KPIs, escalation protocols, and reporting cadences for partner accountability.
• Lead risk, audit, and compliance activities across vendor networks.
• Coordinate multi-site visits, audits, and post-visit action plans.
• Maintain weekly calibration sessions with policy, quality, and training teams.
• Analyze data to identify trends, root causes, and improvement opportunities.
• Drive invoicing validation, headcount planning, and capacity alignment.
• Travel 10–15% to Los Angeles and Mountain View offices.

Skills

Strong communication

Global stakeholder management

Risk & compliance awareness

Data analysis

Vendor management

Attention to detail

Tools

SQL

Tableau

Excel

PowerPoint

Google Workspace

Job description

TikTok USDS Joint Venture is seeking a Partner Manager for BPO Performance to lead the performance relationship with outsourced Trust & Safety operations. You will drive governance, analytics, and corrective actions with BPO partners to safeguard the platform and users.

The role focuses on cross-functional collaboration with Policy, Quality, Training, Engineering, and vendor leadership, ensuring SLAs, risk controls, and continuous improvement across sites. 10–15% travel is expected.