Global E-commerce - Partner Operations Program Manager

Responsibilities

About Us

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

Why Join Us

Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.

Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.

To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve.

Join us.

About The Team

E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of Global Ecommerce. SMT is looking for a Team Lead role to manage the Service Resolution SME (SRS) team in daily operations. As a people manager, this role will be responsible for people and performance management, ensuring metrics such as seller satisfaction, and 24-hour resolution rate through the management and development of the staff. Key responsibilities of this role include enhancing agent technical expertise and delivery of timely seller care, proactively identifying trends impacting sellers and clients, and driving business improvements. We are open to hiring for this position in Philippines.

Roles & Responsibilities

• Identify areas of opportunities to improve performance, work with Partner Operation Leader to develop a comprehensive improvement plan.
• Monitor the execution of improvement plans to ensure BPO is meeting all performance-related metrics (e.g. – customer satisfaction, service level, handling time).
• Ensure SOP documentation/training material and all relevant frameworks are in place.
• Sharing performance report and raw data on a weekly basis to BPO for performance management.
• Taking note of action items and feedback on every meetings and assigning owner to each action item and following through the status of completion.
• Optimize the working processes based on any improvement opportunities found by internal colleagues or external customers.
• Review all escalation from the in-house team and provide comprehensive feedback to BPO team.
• Work with the SOP, QA, Training and System teams to optimize new and existing processes impacting buyers/sellers/creators.
• Prompt communication and facilitate Train and Trainer on all SOP and product features update.
• Support Partner Operation Manager on all the bug issues reported by BPO team, raise on call and coordinate information needed for troubleshooting.
• Support ad-hoc projects and initiatives per business needs.
  
  
  

Qualifications

Minimum Qualifications

• BA/BS degree or equivalent practical experience.
• Requires 3 years' experience in a customer service environment.
• Demonstrates effective, clear and professional written and oral communication.
• Experience building, managing and influencing relationships with internal stakeholders.
• Using data to generate insights and solve complex problems.
• Eager to learn, initiative taker and problem-solver.
• High problem solving and priority skills.
  
  
  

Preferred Qualifications

• Thrives in fast and dynamic environments.
• Ability to work under pressure environments.
• Must be customer service and result-oriented.
• Excellent skills for communicating and relating with both team members and customers.
  
  
  

ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.