Vendor Operations Specialist, Subject Matter Expert, Signals - MPO

TikTok
Singapore
Workplace: OnsiteFull timeFunction: Product ManagementSkills: ["Analytical thinking","Root cause analysis","Training delivery","Communication"]

Own vendor support operations for TikTok’s Monetization Product Operations team by running targeted training, conducting case reviews of escalations and low-quality resolutions, and maintaining online SOPs as the source of truth. Use analytics to identify failure patterns, improve labeling and automation readiness for AI tools, review AI outputs for quality and policy alignment, and translate repeated errors into updated examples and escalation boundaries.

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FursaFursa
TikTok
TikTok
1 day ago

Vendor Operations Specialist, Subject Matter Expert, Signals - MPO

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Own vendor support operations for TikTok’s Monetization Product Operations team by running targeted training, conducting case reviews of escalations and low-quality resolutions, and maintaining online SOPs as the source of truth. Use analytics to identify failure patterns, improve labeling and automation readiness for AI tools, review AI outputs for quality and policy alignment, and translate repeated errors into updated examples and escalation boundaries.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Run targeted training for vendor agents on recurring issue types, priority workflows, and quality expectations, including onboarding and refreshers.
  • •Conduct case reviews and deep dives into repeated escalations, low-quality resolutions, and unclear handoffs to isolate process, SOP, training, or tooling gaps.
  • •Own and continuously update online SOPs as the single source of truth for vendor handling, SME review, and escalation decisions, removing outdated guidance.
  • •Label historical and new cases by issue type, resolution path, escalation triggers, and ideal response quality to support AI TPS training data, prioritizing high-volume categories.
  • •Review AI TPS outputs for accuracy, completeness, tone, and policy alignment; compare AI recommendations against best-agent human handling; define quality thresholds and provide structured feedback to AI teams.

Key Requirements

  • •Prior experience in vendor/BPO operations, quality assurance, or training within a support operations environment.
  • •Analytical experience identifying root causes and translating findings into actionable process or SOP improvements.
  • •Proficient in developing and delivering training content, including onboarding and refresher programs.
  • •Experience owning or maintaining SOPs/knowledge management content in a structured, source-of-truth format.
  • •Strong oral and written communication skills with experience communicating across vendor-facing and cross-functional/internal audiences.
Skills:Analytical thinkingRoot cause analysisTraining deliveryCommunication
Tech Stack:Excel

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