Partner Operations Manager - E-commerce - USDS

Responsibilities About the USDS Creator Service Team: The USDS Creator Service team is dedicated to providing world‑class support for TikTok Shop Creators across multiple engagement channels. Our mission is to build long‑term loyalty by delivering high‑quality communication and swift, effective resolutions. We pride ourselves on solving complex issues during the first contact, ensuring our creators can focus on what they do best. Operating at the heart of the US market, we collaborate closely with cross‑functional partners to continuously innovate and elevate our service capabilities. About the Role: We are seeking a service‑oriented and results‑driven Partner Operations Manager to lead our regional BPO service delivery. As the primary owner of vendor performance, you will bridge the gap between complex business strategies and flawless operational execution. Beyond managing core KPIs including CSAT, 24‑hour Resolution Rates and SLAs, you will spearhead continuous improvement initiatives to ensure a scalable, high‑performance ecosystem. This role sits at the intersection of operations and strategy, requiring a leader who can maintain service excellence while driving long‑term business growth. Work with BPO suppliers to ensure a high performing operations team to provide world‑class services to customers, sellers and creators. Be responsible for the overall coordination and execution of the BPO suppliers' operational performance, push service quality and cost efficiency to a healthy trend. Identify, develop, and drive plans to ensure BPO is meeting all performance‑related metrics (e.g. – customer satisfaction, service level, handle time). Maintain a scorecard by BPO supplier, can prove the BPO success with solid data analysis. Ensure proper staffing and contingency plans are in place to ensure consistent performance through normal business, seasonality, and new product introduction peaks. Own vendor cost per contact trending well. Manage cost related metrics like AHT, repeated contacts, etc. Audit monthly billing invoices prior to submission for accuracy. Own all operational escalations from vendor sites and ensure complete root cause deep dive analysis is completed each time to understand and drive improvements throughout the organization. Qualifications Minimum Qualifications: BA/BS degree or equivalent practical experience, advanced degree 5+ years of managing global contact center business, BPO management experience Ability to successfully function across groups and drive influence throughout all levels of the organization Experience working with and managing outsourced vendors Experience with CRM tools and functionality Experience with contact center metrics and systems Ability to attend some night‑time meetings including occasional weekend coverage for high level escalations as needed. Travel is required at a minimum on a quarterly basis for vendor site visits or special project launches. Preferred Qualifications: Experience in e‑Commerce or marketplace platforms is a plus Six Sigma training and COPC certified (certification is a plus) Excellent verbal and written communication skills; ability to synthesize complex and sometimes confusing information into succinct executive summaries. Compensation Base salary range for this position in the selected city: $104,712 - $192,534 annually. Compensation may vary outside this range depending on qualifications, skills, competencies and experience. Base pay is one part of the Total Package and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units. Benefits may vary based on employment nature and 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. Equal Opportunity 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. #J-18808-Ljbffr TikTok USDS Joint Venture