TikTok is seeking a Service Account Management Lead to lead the Service Account Management function in the US, leveraging both BPO and in-house resources, to deliver performance aligned with SPG targets.
Requirements
- Manage a Partner Operation Support Specialist Team with a blended operational footprint of BPO Associates and in-house Category Operations Managers.
- Design and implement a Premier Support-Solution for our Top Tier Partners to retain and grow their GMV, creating a trusted marketplace through education and effective coaching.
- Work with internal Quality Monitoring and Training teams to train new hires / teams through intensive coaching and mentoring.
- Ensure the team is fully trained and prepared to conduct the responsibilities of their role.
- Contribute to special projects, that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.
- Actively manage direct reports, including establishing OKR goals for teams, providing feedback, coaching them to improve service quality, increase productivity and to achieve customer satisfaction.
- Monitor OKR progress against established milestones.
- Conduct trend analyses on customer satisfaction and other core measurements.
- Implement strategies to improve future operation results.
- Manage and monitor staff and team level utilization rates, team productivity, and schedule adherence (manage absenteeism and timecard issues) to make sure the final productivity goals are met.
- Develop and maintain relationships with internal Operational stakeholders, attending cross-team / cross-site meetings and respond to client feedback.
- Work with the Readiness, SOP, QA, Training and System teams to optimize new and existing processes impacting sellers/creators.
- Maintain the weekly/monthly/bi-monthly reviews with teams and internal stakeholders.
- Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements.
- Work with Recruiting / Staffing teams to identify, interview, and recruit top talents for all team openings.
Benefits
- Day one access to medical, dental, and vision insurance
- 401(k) savings plan with company match
- Paid parental leave
- Short-term and long-term disability coverage
- Life insurance
- Wellbeing benefits
- 10 paid holidays per year
- 10 paid sick days per year
- 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure)
