TikTok Shop - Partner Operations Manager
TikTokKuala Lumpur, Kuala Lumpur, Malaysia
Posted December 2, 2025
Full Time
About the Company
TikTok is the leading destination for short-form mobile video, inspiring creativity and bringing joy.
Job Description
The TikTok Shop - Partner Operations Manager is responsible for overseeing overall BPO performance, driving operational excellence and ensuring continuous improvement across processes, tools and people.
Requirements
- Own overall BPO performance
- Identify performance gaps and partner with the Partner Program Manager and Service Delivery Lead to design and execute structured improvement plans
- Oversee BPO action plans to drive agent performance
- Monitor long-tail, pending, and on-hold cases
- Ensure BPOs have access to accurate dashboards, reports, and raw data
- Lead regular strategic and operational reviews with BPO leadership
- Review escalations from in-house teams and provide comprehensive, data-backed feedback
- Collaborate with SOP, QA, Training and System teams to optimize new and existing workflows
- Collect, share, and follow up on SOP improvement feedback
- Support Partner Operations Managers in addressing bug-related issues
- Partner with internal teams and external stakeholders to identify process improvement opportunities
- Lead the resolution of customer and stakeholder escalations
- Support ad-hoc business initiatives and special projects