Vendor Manager, MPO Support Ops

Vendor Manager, MPO Support Ops at TikTok in Singapore.

Responsibilities

The Monetization Product Operations (MPO) is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations team. Its mission is to provide Best in class advertising experience by ensuring excellence in customer service and streamlining process & tools to ensure smooth operations.

The team collaborates with Sales to provide post-sales support and works closely with product team on product improvement through feature requests and management of bugs.

• Serve as the primary operational point of contact for assigned vendor sites
• Lead regular business reviews - weekly and monthly - with vendor operations leads, tracking performance against contractual KPIs
• Drive accountability on quality, productivity, and compliance metrics; own escalation and corrective action processes end-to-end
• Monitor day-to-day vendor operations, flagging performance deviations and ensuring timely resolution
• Track and report on key operational metrics including SLA attainment, CSAT, productivity, AHT, and quality scores
• Manage vendor onboarding for new agent batches, including training coordination, tooling access, and readiness checkpoints
• Partner with internal Quality and CSAT teams to share performance insights and co-develop improvement plans with vendors
• Support contract and SOW management; flag risks related to billing accuracy, SLA credits, or scope changes
• Liaise across Vendor Operations, Tooling, and Support leadership to surface vendor feedback and champion process improvements

Requirements

Minimum Qualification(s)

• Minimum 4 years of experience in Workforce Management within a contact centre or BPO environment, with at least 2 years in a vendor-facing or vendor management capacity
• Proficiency in SQL for data querying and manipulation
• Strong working knowledge of Excel and/or Google Sheets (pivot tables, formulas, data cleaning)
• Solid understanding of business metrics and KPIs
• Excellent communication and stakeholder management skills; able to work across time zones and cultures. Proven ability to manage external vendor relationships with a balance of commercial rigour and collaborative partnership
• Experience running QBRs / MBRs with external vendors and preparing performance decks for leadership
• Strong analytical skills - comfortable building models, identifying trends, and translating data into actionable recommendations

Preferred Qualification(s)

• Experience with business metrics and KPIs in a tech, e-commerce, or platform environment

About the Company

The Global Business Solutions (GBS) team is responsible for the revenue growth of the TikTok business, and our teams include Sales, Marketing, Ops, Account Managers, Agency and partnerships, as well as Marketing Science.

At TikTok, our Global Business Solutions (GBS) team plays a key role in generating revenue by promoting our advertising solutions, onboarding new clients, driving ad campaigns, and more. As the TikTok community grows at an unprecedented speed around the world, our GBS team leads groundbreaking projects that are changing the landscape of the advertising industry in real time.

We're seeking an analytically driven, and detail-oriented Client Solutions Manager (CSM) Intern to join our Ecommerce Team. As a CSM, you will partner closely with Client Partners and Client Solutions Managers to drive revenue by identifying opportunities, leveraging data insights, and delivering consultative solutions for advertisers.

This role centers on client education, relationship growth, data analysis, and campaign success. You will provide strategic recommendations to both clients and internal teams, ensuring campaigns achieve business objectives while optimizing long-term partnerships. Success in this role requires strong data analytics skills, adaptability in a fast-paced environment, and a test-and-learn mindset to uncover the best solutions.