What are the responsibilities and job description for the Vendor/BPO Partner Operations Manager, TikTok Shop - USDS position at TikTok USDS Joint Venture?
Responsibilities
About the Team
E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for users, sellers, and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality.
As a Vendor/BPO Manager, you will be responsible for managing the workflow efficiency, prioritization, and operational productivity of our global BPO workforce. This role will combine strategic planning, vendor management, and operational excellence to deliver impact in a fast-paced e-commerce environment. Additionally, the role collaborates with cross-functional partners to align strategies, foster strong partnerships, and drive impactful initiatives. You will also develop and track key metrics to monitor progress.
The position supports operational efforts which mitigate risk and ensure that the business complies with US regulations and relevant laws as well as with company policies and procedures.
Responsibilities:
- Conduct timely root cause analyses on emerging fraud trends and escalations, documenting findings to inform and initiate policy, process, and product improvements.
- Stay in constant alignment with the needs of the business and re-allocate BPO resources to adjust as necessary, coordinating with partner teams to ensure vendors are adequately prepared for demand fluctuations.
- Develop vendor capacity planning models and budgets to match forecasted volumes.
- Develop and monitor key metrics to track progress and operational productivity, accuracy, and SLA attainment. Create standard operating procedures as needed for scaled manual operations workflows
- Coordinate and provide training and guidance to the BPO teams. Partner with vendors to implement improvement initiatives and close performance gaps.
- Conduct regular vendor reviews and performance dialogues to ensure alignment with company objectives.
- Supervise BPO associates, ensuring their work aligns with established SOPs and organizational goals.
Qualifications
Minimum Qualifications
- 3 years of experience with managing BPO or operational vendor teams
- Experience with fraud or abuse investigations
- Demonstrated analytical thinking and problem-solving
- Experience with operational performance metrics
- Experience managing projects and coordinating with regional and cross-functional partners.
- Strong work ethic and demonstrated ability to work independently and navigate ambiguity in a fast-paced, dynamic environment.
Preferred Qualifications
- Experience with LLM agent-based workflows
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 $96000 - $217023 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 Team
E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for users, sellers, and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality.
As a Vendor/BPO Manager, you will be responsible for managing the workflow efficiency, prioritization, and operational productivity of our global BPO workforce. This role will combine strategic planning, vendor management, and operational excellence to deliver impact in a fast-paced e-commerce environment. Additionally, the role collaborates with cross-functional partners to align strategies, foster strong partnerships, and drive impactful initiatives. You will also develop and track key metrics to monitor progress.
The position supports operational efforts which mitigate risk and ensure that the business complies with US regulations and relevant laws as well as with company policies and procedures.
Responsibilities:
- Conduct timely root cause analyses on emerging fraud trends and escalations, documenting findings to inform and initiate policy, process, and product improvements.
- Stay in constant alignment with the needs of the business and re-allocate BPO resources to adjust as necessary, coordinating with partner teams to ensure vendors are adequately prepared for demand fluctuations.
- Develop vendor capacity planning models and budgets to match forecasted volumes.
- Develop and monitor key metrics to track progress and operational productivity, accuracy, and SLA attainment. Create standard operating procedures as needed for scaled manual operations workflows
- Coordinate and provide training and guidance to the BPO teams. Partner with vendors to implement improvement initiatives and close performance gaps.
- Conduct regular vendor reviews and performance dialogues to ensure alignment with company objectives.
- Supervise BPO associates, ensuring their work aligns with established SOPs and organizational goals.
Qualifications
Minimum Qualifications
- 3 years of experience with managing BPO or operational vendor teams
- Experience with fraud or abuse investigations
- Demonstrated analytical thinking and problem-solving
- Experience with operational performance metrics
- Experience managing projects and coordinating with regional and cross-functional partners.
- Strong work ethic and demonstrated ability to work independently and navigate ambiguity in a fast-paced, dynamic environment.
Preferred Qualifications
- Experience with LLM agent-based workflows
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 $96000 - $217023 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 : $96,000 - $217,023