Partner Operations Manager, Video Safety Operations (VSO)
Responsibilities
About the team This role is part of the Regional Partner Success team, to support driving quality improvements, leveraging key data inputs from Quality Data Measurement. This role will be a key conduit between the TnQ team and our partner teams and will be expected to drive performance metrics with our moderation teams across our Partner footprint.About the role The Partner Operations Manager (POM) is the primary point of contact accountable for the operational health, performance management, and governance of assigned partner sites. The POM resolves operational challenges, ensures compliance with organizational standards, and drives strategic initiatives to enhance business results.
Responsibilities 1.
Performance & Quality Management- Monitor daily operational metrics (e.g., OHA, TCOR, AHT) to identify risks and performance gaps.
-Review quality trends, track low-performer remediation plans, and provide continuous improvement recommendations.
- Stakeholder Communication
-Coordinate and resolve business-critical requests, service desk escalations, and data inquiries.
- Disseminate policy changes, project updates, and operational guidance in a timely manner.
- Governance & Financial Administration
- Validate partner invoices, operational expenses, and workhour submissions for contractual compliance.
- Complete monthly management FTE reporting and workforce tracking.
- Operational Readiness & Strategy Support new queue launches, site go-lives, operational transitions, and partner site visits.
Participate in supplier due diligence (RFP processes) and annual BPO risk assessments.
Qualifications
Minimum Qualifications- Educational Qualifications: Bachelor's Degree (Graduate) and above
- Experience: Prior experience in Vendor Management, BPO Operations, or Partner Operations.
- Analytical Skills: Ability to monitor and analyze operational KPIs (such as OHA, TCOR, AHT, and Utilization Rate) and conduct Root Cause Analyses (RCAs).
Preferred Qualifications
- Process Improvement: Proven track record in continuous improvement or process optimization
- Risk & Compliance Management: Experience with BPO risk assessments, access governance, and ensuring compliance with corporate guidelines.
- Financial & Administrative Acumen: Experience validating invoices, tracking FTEs, and reconciling operational expenses.
Job Information
Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico 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.
Inspiring creativity is at the core of ByteDance's mission. Our innovative products are built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and enrich life - a mission we work towards every day.
As ByteDancers, we strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our Company, and our users.When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.Hence, it is possible that this role will be exposed to harmful content on a daily basis.
ByteDance recognises that keeping our platform safe for the ByteDance 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 employee's 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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