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.
