1 day ago

TikTok Shop - Partner Operations Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Oversee BPO performance for a customer-facing marketplace, driving operational excellence and continuous improvement across processes, tools, and people. Own KPIs such as CSAT, service level, resolution rate, handling time, and fatal error. Identify gaps, build structured improvement plans, coach and enable agent performance, manage escalations, and partner with internal teams (SOP, QA, Training, Systems) to optimize workflows and enhance buyer, seller, and creator experience.

Location: Kuala Lumpur

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Own overall BPO performance and ensure KPIs/service metrics (CSAT, SLA, AHT, Resolution Rate, Fatal Error, etc.) are consistently met.
•Identify performance gaps and design/execute structured improvement plans with partner and delivery leaders.
•Oversee BPO action plans to drive agent performance, including coaching, training, performance improvement, and corrective action escalations.
•Monitor long-tail, pending, and on-hold cases to ensure timely resolution and minimize customer experience impact.
•Lead operational reviews, manage escalations, and collaborate with SOP/QA/Training/System teams to optimize workflows and prevent recurrence.

Key Requirements

•BA/BS degree or equivalent practical experience.
•4+ 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.

Experience:4+ yearsCustomer service

Education:Bachelor's

Skills:CommunicationStakeholder managementProblem-solvingPriority settingCustomer focus

Company Brief

TikTok

Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn

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TikTok

1 day ago

TikTok Shop - Partner Operations Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Kuala Lumpur

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Own overall BPO performance and ensure KPIs/service metrics (CSAT, SLA, AHT, Resolution Rate, Fatal Error, etc.) are consistently met.
•Identify performance gaps and design/execute structured improvement plans with partner and delivery leaders.
•Oversee BPO action plans to drive agent performance, including coaching, training, performance improvement, and corrective action escalations.
•Monitor long-tail, pending, and on-hold cases to ensure timely resolution and minimize customer experience impact.
•Lead operational reviews, manage escalations, and collaborate with SOP/QA/Training/System teams to optimize workflows and prevent recurrence.

Key Requirements

•BA/BS degree or equivalent practical experience.
•4+ 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.

Experience:4+ yearsCustomer service

Education:Bachelor's

Skills:CommunicationStakeholder managementProblem-solvingPriority settingCustomer focus

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn