What are the responsibilities and job description for the Partner Operations Manager - E-commerce - USDS position at TikTok USDS Joint Venture?
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.
Responsibilities:
- 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.
About USDS
TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.
On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.
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.
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 https://tinyurl.com/USDS-RA
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $104712 - $192534 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.
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.
Responsibilities:
- 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.
About USDS
TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.
On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.
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.
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 https://tinyurl.com/USDS-RA
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $104712 - $192534 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.
Salary : $104,712 - $192,534