Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.
About the Team
TikTok's SMB team aims to help businesses and brands of all sizes unleash their creative side, connect with our audience, or perhaps be discovered! From designing scaled sales and service delivery programs to ensuring our customers have best-in-class tools and products at their fingertips, our SMB team combines operational expertise with a customer-centric mindset to help businesses achieve their marketing goals on TikTok, no matter how big or small.
SMB Vendor Management team is a critical part of the SMB Shared Services Team, responsible for end-to-end outsourcing vendor management, global outsourcing strategy, and launching and delivering outsourcing solutions that drive growth in our fast-growing SMB segment of advertisers across sales and support functions.
About the Role
As SMB Global Vendor Manager, you will be responsible for end-to-end oversight of operations and supplier service delivery of SMB vendor outsourcing programs. Working closely with the stakeholders for your programs, you will play a critical role in identifying, building, and delivering a variety of services that address identified needs, and enable us to scale our outsourcing projects and drive ROI across the SMB long tail.
This highly visible and influential role will collaborate extensively and work in partnership with leadership, business stakeholders, internal operations and key cross functional teams such as; Sales, Program Management, Training, Quality, Analytics, Client Services, and Business Product teams, comfortably navigating between strategic to tactical issues in order to enable the effective and impactful implementation of scalable growth and consistent performance of our vendor network.
This highly visible role involves collaborating extensively with internal and external teams to implement scalable growth and ensure consistent vendor performance.
About You
This is not a role with a "one size fits all" skillset, and our team celebrates individual experiences and believes that a broad range of skills better helps to achieve our goals. That said, our ideal candidate will have demonstrated success in working in a fast paced innovative environment where anything is possible, that sees change as an opportunity for us to improve client experience. You will be comfortable managing complexity, will have a keen eye for process improvement and will be comfortable driving towards key deliverables in a people-focused environment. You will have proven experience in influential stakeholder management and cross-functional collaboration, with experience in building high performance teams, and streamlining cross-functional communication. Using your strong strategic, organizational and interpersonal skills, you will help our team act as consensus creators, and as strategic thought partners for our stakeholders.
Lastly, you will use your initiative to drive improvements to your programs, while being resourceful in your capacity, and utilizing the support of your peers and leadership line to remain scalable.
Qualifications
Responsibilities
- Performance Management - Manage outsourcing partners and monitor day-to-day performance, including planning and conducting business reviews, conducting root cause analysis to understand shifts in performance, and providing direction and implementing corrective action plans where needed.
- Raise the bar & build for the future - Proactively anticipate, analyse, and respond decisively to potential risks, opportunities, and customer problems with pragmatic solutions before others notice them, to maintain program success and achieve key performance indicators. Define and execute strategies and mechanisms to maximize impact and efficiency of our vendors, and create scalable, high quality partnerships.
- Build relationships & earn trust - Build and maintain strong relationships with external partners through implementation of fair and consistent vendor management strategy, and robust plans that deliver on business priorities for both organisations. Develop close internal partnerships to enable effective cross-functional collaboration across all levels, seeking opportunities to improve operations and processes through trust and clear, efficient communication.
- Have the bigger picture in mind
- Develop strategic plans to solve key business problems and enable our business to scale, delivering on efficiency and quality. Collaborate with key stakeholders to help launch new sites, programs and products in a thoughtful and effective way.
- Embrace change as an opportunity
- Work with our vendors and internal stakeholders to thoughtfully plan changes and growth, through implementing and utilizing programmatic and change management frameworks.
- Proven ability to build collaborative trusting relationships with a diverse range of internal and external partners and influence at multiple levels of an organization. Experience managing a business relationship; preferably in a partner management space, a plus.
- At least 3 years of experience in outsourcing operations/vendor management (BPO), including launching new processes, programs, or sites, demonstrating success in outsourcing vendor performance management and driving operational excellence, and a proven track record in scaling vendor teams.
- At least 2 years of experience in direct team management, including improving team performance, collaboration, effectively delegating to enable scale, and driving a healthy and high-performance team culture. Experience organizing and directing decision-making across multiple teams and departments. Experience building high performing sales teams and digital advertising experience a plus.
- At least 1 year of experience in complex program management, strategic planning, business process improvement, performance management, and/or change management.
- Ability to influence senior leaders and drive change through executive level verbal and written communication as well as strong presentation skills.
- Ability to think strategically and utilize strong creative problem solving skills and effective critical thinking.
- Ability to grasp new concepts efficiently and perform well under pressure, while keeping a positive and forward thinking attitude.
- A keen eye for process improvement and operational transformation, supported by analytics skills and data storytelling.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
