Vendor Manager, MPO Support Ops

TikTok
Singapore
Workplace: OnsiteFull timeFunction: Product ManagementSkills: ["Communication","Stakeholder management","Analytical thinking","Vendor relationship management","Cross-cultural collaboration"]

Own day-to-day operations for assigned vendor sites supporting Monetization Product Operations (MPO), including monitoring performance, driving corrective actions, and ensuring KPI delivery across SLA, CSAT, productivity, AHT, and quality. Lead weekly/monthly business reviews with vendor operations leads, manage vendor onboarding for new agent batches, and partner with internal Quality/CSAT teams to develop improvement plans. Support SOW/SLA management and help champion process improvements with tooling and support leadership.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
TikTok
TikTok
4 hours ago

Vendor Manager, MPO Support Ops

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own day-to-day operations for assigned vendor sites supporting Monetization Product Operations (MPO), including monitoring performance, driving corrective actions, and ensuring KPI delivery across SLA, CSAT, productivity, AHT, and quality. Lead weekly/monthly business reviews with vendor operations leads, manage vendor onboarding for new agent batches, and partner with internal Quality/CSAT teams to develop improvement plans. Support SOW/SLA management and help champion process improvements with tooling and support leadership.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Manager level

Key Responsibilities

  • •Serve as the primary operational point of contact for assigned vendor sites.
  • •Lead weekly and monthly business reviews with vendor operations leads, tracking performance against contractual KPIs.
  • •Drive accountability on quality, productivity, and compliance metrics, owning end-to-end escalation and corrective actions.
  • •Monitor day-to-day vendor operations, flag performance deviations, and ensure timely resolution.
  • •Manage vendor onboarding for new agent batches, including training coordination, tooling access, and readiness checkpoints.

Key Requirements

  • •4+ years of workforce management experience in a contact centre or BPO environment, including 2+ years in a vendor-facing/vendor management capacity.
  • •Proficiency in SQL for data querying and manipulation.
  • •Strong working knowledge of Excel and/or Google Sheets (pivot tables, formulas, and data cleaning).
  • •Solid understanding of business metrics and KPIs and the ability to translate data into actionable recommendations.
  • •Excellent communication and stakeholder management skills, including running QBRs/MBRs and preparing performance decks for leadership.
Experience:Workforce managementContact centreBPOVendor managementQBRsMBRs
Skills:CommunicationStakeholder managementAnalytical thinkingVendor relationship managementCross-cultural collaboration
Tech Stack:SQLExcelGoogle Sheets

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
WebsiteLinkedIn