E-commerce - Partner Operations Program Manager(Service)

Responsibilities

About ByteDance

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

Why Join Us

Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.

Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.

To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve.

Join us.

About The Team

The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe our E-commerce platform is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making our E-commerce platform the commerce channel of choice for merchants, creators, and affiliates. With millions of loyal users globally, we believe our E-commerce platform is an ideal platform to deliver a brand new and better e-commerce experience to our users. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.

Roles&responsibilities

• Identify areas of opportunities to improve performance, work with Partner Operation Leader to develop a comprehensive improvement plan;
• Monitor the execution of improvement plans to ensure BPO is meeting all performance-related metrics (e.g. – customer satisfaction, service level, handling time);
• Ensure SOP documentation/training material and all relevant frameworks are in place;
• Sharing performance report and raw data on a weekly basis to BPO for performance management;
• Taking note of action items and feedback on every meeting and assigning owner to each action item and following through the status of completion;
• Optimize the working processes based on any improvement opportunities found by internal colleagues or external customers;
• Review all escalation from the in-house team and provide comprehensive feedback to the BPO team;
• Work with the SOP, QA, Training and System teams to optimize new and existing processes impacting buyers/sellers/creators;
• Prompt communication and facilitate Train and Trainer on all SOP and product features update;
• Support Partner Operation Manager on all the bug issues reported by BPO team, raise on call and coordinate information needed for troubleshooting;
• Support ad-hoc projects and initiatives per business needs.
  
  
  

Qualifications

Minimum Qualifications

• BA/BS degree or equivalent practical experience;
• Requires a minimum of 3 years' experience in a customer service environment;
• Demonstrates effective, clear and professional written and oral communication;
• Experience building, managing and influencing relationships with internal stakeholders;
• Using data to generate insights and solve complex problems;
  
  
  

Preferred Qualifications

• Eager to learn, initiative taker and problem-solver;
• High problem solving and priority skills;
• Thrives in fast and dynamic environments;
• Ability to work under quick development plan;
• Must be customer service and result-oriented;
• Excellent skills for communicating and relating with both team members and customers.
  
  
  

ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.