Vendor Operations Manager - Global Revenue AR (Global Revenue BP and Credit Control)
ByteDance
Operations
Kuala Lumpur, Malaysia
Responsibilities
Team Introduction: Global Revenue Management is part of the ByteDance Finance function that is responsible for revenue management and accounting for monetization of all ByteDance products via the following processes: running the Order to Cash ("OTC") cycle, establishing and integrating business-finance platforms together; to ensure accuracy in revenue accounting. We are looking for a senior service delivery role to lead a diverse team of service workforce that focuses on supporting our customers and internal stakeholders through the entire Order to Cash (O2C) cycle. Responsibilities: - Lead delivery and outsourcing efforts for our global Order to Cash (O2C) operations. - Oversee all service delivery processes to ensure strong governance, standard metrics reporting, and project management/planning with respect to O2C vendor-related projects. - Define success metrics and manage vendor's KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved. - Main point of contact and facilitates resolution for first level service escalations. - Proactively seek solutions to improve operational efficiency and quality by working with product, operation and policy teams, keeping the SoPs updated at all times. - Measures Service Provider service quality and core metrics against SLA Lead cadenced operational reviews with vendor and process area and ensures consistent operational reporting. - Drive business reviews (MBR, QBR) and governance, challenge status quo, identify opportunities & initiatives to optimize workflows, enhance quality of service and drive continuous improvement in partnership with the vendors & internal functional owner/s. - Identify training needs and work with all functional teams to deploy training for TikTok's BPO tier 1. - Implement best practices, set up processes and policies to cover all O2C processes and make sure service policies are in line with each region's customer demand and regulations. - Develop and implement contingency plans and/or corrective actions. - Deliver regular reports and other work related to outsourcing.
Qualifications
Minimum Qualifications: - Bachelor’s degree in Finance, Accounting, Business Administration, Economics, or related field. - 5+ years’ experience in service management, financial service delivery, or O2C operations. - Strong expertise in managing global outsourced providers and BPO vendors - Proven ability to handle multiple projects and work effectively in complex, ambiguous environments. - Experience building senior stakeholder relationships, using data insights, and solving complex problems. - Strong cross-functional collaboration skills across regions and time zones. - Ability to define/manage SLAs, KPIs, governance frameworks, and lead performance in matrixed organizations. Preferred Qualifications: - Experience leading global O2C transformations, including process optimization, automation, or system implementations (e.g., ERP or billing platforms). - Proven track record of driving continuous improvement initiatives using methodologies such as Lean or Six Sigma. - Experience using data analytics tools (e.g., SQL, Tableau, Power BI) to generate insights and support decision-making. - Background in technology, e-commerce, or other fast-paced, high-growth global organizations. - Strong financial acumen with the ability to interpret billing, collections, and cash flow metrics.
Job Information
About Us
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.
Why Join ByteDance
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.