Partner Success Team Lead

Responsibilities
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikToks global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
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Why Join Us
Creation is the core of TikToks 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. Thats how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
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About
Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.
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About the team
The Partner Success Analyst (PSA) Lead will play a critical role in ensuring the quality and performance of our BPO partners. This position will involve overseeing quality processes, monitoring partner quality metrics, and fostering strong relationships with our BPO partners to drive continuous improvement. The PSA Lead will be an integral part of our Partner Success Team.

Responsibilities

• Act as the primary point of contact for BPO partners regarding BAU quality-related inquiries and concerns for your LOB
• Act as the primary point of contact for our BPO partners for quality performance and measurement system changes, with accountability for successful communication and implementation of these changes.
• Leading the PSA team, overseeing their day-to-day management, improving the content moderation quality.
• Build strong relationships and collaborate with cross-functional teams to address training and quality issues, provide feedback/guidance to internal stakeholders on partner quality management practices and drive corrective actions with BPO partners.
• Investigate and resolve quality issues and non-conformances in a timely manner, working closely with BPO partners, partner success team, training, Policy and all relevant internal stakeholders.
• Oversee KPIs and metrics to measure partner performance and quality. Analyze data and performance metrics to identify trends, root causes of quality issues, and opportunities for process improvement.
• Drive strong partner action on underperformance
• Where markets are managed across multiple regions, ensure cross region/partner/LOB link is operating effectively. Understand and manage key issues, such as quality improvement, policy roll outs and ecosystem changes

Conduct regular audits and assessments of BPO partners to ensure compliance with quality standards and processes.

• Identify opportunities for process improvements and efficiency gains within the partner management framework

Qualifications
Minimum Qualifications

• Excellent analytical, problem-solving, and decision-making skills.
• Strong people management and leadership skills, demonstrated success in leading a team
• Effective communication and interpersonal skills, with the ability to collaborate with diverse teams and stakeholders.
• Detail-oriented with a focus on accuracy and precision.
• Ability to work independently and manage multiple projects simultaneously

Preferred Qualifications

• Bachelor’s Degree or equivalent education/experience.
• Proven experience in quality management, preferably in a partner management role.
• Proven track record of implementing quality management systems and driving continuous improvement initiatives.
• Experience conducting audits, assessments, and performance evaluations of BPO partners.

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Trust & Safety recognises that keeping our platform safe for TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employees journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
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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.
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