Customer Experience BPO Vendor Manager - USDS

Responsibilities About the team: With the mission of "Inspiring New Life and Helping Good Business", TikTok Local Services is committed to becoming the most trusted local services platform for users and partners. Through POI, Video, LIVE, Search, and other product forms, TikTok's Local Service aims to connect merchants, service providers, creators and users creatively, making the daily life experience unique, richer, and more efficient. The USDS Local Services GNE team manages content moderation and user experience work streams, with the goal of enhancing platform content quality and improving user experience while protecting U.S. user data and privacy. BPO Relationship and Daily Management: Oversee or establish relationships with BPO vendors, ensuring that BPO operations and manpower meet our project requirements, productivity and cost-effectiveness. BPO Performance Tracking and Improvement Plans: 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. Project Requirements Collection & Alignment: 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. BPO Contractual Management and Settlement: 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. 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. USDS Reasonable Accommodation USDS 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 Job Information The base salary range for this position in the selected city is $91,200 - $206,172 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: Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues; Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; Exercising sound judgment. #J-18808-Ljbffr TikTok USDS Joint Venture