Responsibilities

　　About Us

　　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

　　Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

　　Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.

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

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

　　Join us.

　　About the Team

　　E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is actively seeking a Global Vendor Management Lead role to be responsible for the strategy, governance, and operations across our BPO contingent workforce. You will play a pivotal role in managing and optimizing our relationships with key vendors globally. This strategic position requires a seasoned professional with a proven track record in vendor management, contract negotiation, and cross-functional collaboration. You will be responsible for leading a team of vendor managers to develop and execute comprehensive global vendor strategy to drive efficiency, cost-effectiveness, and innovation.

　　Roles & Responsibilities

　　1. Vendor Relationship Management: develop and maintain strong collaborative relationships with senior leaders from key partners globally, and act as the primary point of contact for strategic vendors to foster long-term partnerships;

　　2. Global Vendor Strategy: define and implement a global vendor management strategy aligned with the company's objectives; identify and onboard strategic vendors to enhance product/service offerings and drive innovation;

　　3. Contract Management: partner with the procurement team on contract review and ongoing contract management; monitor and manage vendor contracts, ensuring compliance and performance standards;

　　4. Performance Metrics and KPIs: establish key performance indicators (KPIs) and metrics to assess vendor performance, and regularly evaluate vendor performance against established benchmarks;

　　5. Risk Management: identify and mitigate risks associated with vendor relationships , and develop contingency plans to address potential disruptions in the vendor network;

　　6. Cost Management: manage overall cost for vendors globally, work collaboratively with internal stakeholders to identify cost-saving opportunities, implement strategies to optimize costs without compromising quality or service levels;

　　7. Cross-functional Collaboration and Continuous Improvement: collaborate with cross-functional teams, including procurement, finance, and operations, to align vendor management with overall business goals; foster a culture of continuous improvement within the vendor management team, and drive collaboration with vendors and identifying opportunities for process improvement;

　　8. Leadership and Team Management: lead and mentor a team of vendor managers, providing guidance, training, and support to ensure a strong culture of compliance and ethical conduct within the organization.

　　Qualifications

　　1. BA/BS degree or equivalent practical experience, advanced degree preferred;

　　2. 10+ years of experience in BPO vendor management at a regional or global capacity in Contact Center/Customer Service industry with people management experience;

　　3. Proven experience in managing contracts with global vendors;

　　4. Strong analytical and strategic thinking skills;

　　5. Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment;

　　6. Ability to function independently and within a team environment with demonstrated tracking records in motivating and coaching staff to maximize their individual potentials;

　　7. Ability to work collaboratively in a fast-paced, dynamic environment;

　　8. Able to travel internationally (20-30%);

　　9. Able to engage China based vendors in Mandarin.

　　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.