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ByteDance is seeking a Partner Operations Manager for its Video Safety Operations (VSO) team in the Philippines. This role serves as the primary operational point of contact for assigned partner sites, responsible for ensuring operational health, performance management, and governance across the partner footprint.
Key responsibilities include monitoring daily operational metrics (OHA, TCOR, AHT) to identify risks and performance gaps, leading weekly business reviews and bi-weekly root cause analysis deep-dives, and tracking quality trends with continuous improvement recommendations. You will manage day-to-day communications across internal and external stakeholders, coordinate business-critical requests and service desk escalations, and disseminate policy changes and operational guidance.
Governance and financial administration duties include overseeing access governance, audit requirements, and compliance adherence (co-employment, gift policies). You will validate partner invoices, operational expenses, and work-hour submissions for contractual compliance, and complete monthly management FTE reporting and workforce tracking.
Additionally, you will support new queue launches, site go-lives, operational transitions, and partner site visits. You will participate in supplier due diligence (RFP processes) and annual BPO risk assessments.
Required qualifications include a Bachelor's degree and prior experience in Vendor Management, BPO Operations, or Partner Operations. Strong analytical skills are essential—ability to monitor and analyze operational KPIs and conduct root cause analyses. Excellent cross-functional communication skills, experience leading business reviews, and capability to handle escalations are critical.
Preferred qualifications include proven track record in continuous improvement or process optimization, experience with BPO risk assessments and access governance, experience supporting new site go-lives and RFP/supplier due diligence, and financial/administrative acumen with invoice validation and FTE tracking.
Note: This role involves exposure to content moderation work, which may include harmful content (bullying, hate speech, child safety concerns, depictions of harm). ByteDance provides comprehensive mental health and wellbeing support programs for employees in this function.
