Job Description

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 TikTok team and our partner teams and will be expected to drive performance metrics with our moderation teams across our Partner footprint.

Responsibilities

-Partner Engagement: Manage day-to-day partner relationships and address operational or wellbeing issues

-Cross-functional Alignment: Collaborate with internal teams to align on delivery goals and share partner feedback

-Internal Ops Forums: Drive planning and execution of internal workshops and global performance reviews (e.g., WBRs)

-Performance Oversight: Lead QBRs, track KPIs, and provide input into scorecards

-Quality Improvement: Recommend and align on quality actions to meet standards

-Strategic Partner Alignment: Sync on BD goals, staffing, and delivery priorities

-Performance Development: Guide reviews and post performance review action planning for underperforming team members

-Resource & FTE Planning: Own partner-related FTE planning and provide insights to internal stakeholders

Minimum Qualification(s):

- 5+ years of experience in program management, operations, or vendor/partner management roles.

- 5+ years of experience with people management to demonstrate ability to lead and develop high-performing teams.

- Strong communication and stakeholder management skills across internal and external audiences.

- Experience working with BPOs or in a vendor-supported service model.

- Proficiency in planning, coordinating, and executing multi-stakeholder initiatives.

- Experience in tech or platform-driven organizations.

- Familiarity with performance scorecards, SOW governance, and workforce planning tools; ability to analyze partner data and provide actionable insights.

Preferred Qualification(s):

- Hands-on experience integrating Gen AI/LLM-based tools into operational workflows