Responsibilities: Build and develop a team of customer service program managers, operations leaders, vendor managers and knowledge management specialists to ensure a seamless and timely customer service experience.
Develop service quality strategies for contact centers, ensuring cross-functional alignment of service delivery goals and execution, and helping teams drive strategic partnerships and new initiatives forward.
Focus on aligning company priorities with excellent day-to-day operations, design and lead growth initiatives for long-term success.
Lead a regional program team to boost contact center training, quality and knowledge management.
Lead regional workforce management strategies and resource optimization.
Manage regional vendor strategy and contracts.
Lead regional business analysis, identify opportunities based on dashboard, push operation improvements by strong collaboration with regional service delivery heads.
Analyze and develop insights on business performance, core performance metrics, and support in preparation of weekly/monthly business reviews.
Define and build organizational capabilities for extended planning, governance and operational efficiencies.
Respond to critical internal escalations and ad-hoc issues with the most flexibility.
Represent your team's performance in regular business reviews.
Get ready to champion in all operational excellence activities and projects.
Minimum Qualifications: Bachelor degree or equivalent practical experience.
Fluency in English and Spanish is required for the role.
Proven experience in consulting, delivering advisory services, extended workforce, and vendor management, with proficiency in program management and driving change.
Proven experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems.
Self-motivated and able to thrive in ambiguity and in a matrix environment.
Preferred Qualifications: Experience in commerce or marketplace platforms is a plus.
Proven experience of working with multiple stakeholders across different markets.
Ability to function independently and within a team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.
Tik Tok 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 Tik Tok, 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.
Tik Tok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws.
If you need assistance or a reasonable accommodation, please reach out to us at this link.
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