Service Delivery Team Leader - Global Payment

Responsibilities

• Own the improvement of efficiency, quality, and cost metrics for the Global Payment Service Delivery team.
• Refine team operating mechanisms, build operational tools, and develop talent to deliver business outcomes.
• Establish effective internal and external communication mechanisms, including complaint-handling collaboration and SOP sharing.
• Leverage AI and new technologies to improve day-to-day operational efficiency and transition the team toward process and tool operations.
• Plan and manage global BPO operations, including site planning, cost management, and digitalized BPO management.
• Drive the continuous development of the global Service Delivery team in line with business and technology evolution.

Requirements

• 5+ years of experience in internet customer complaint operations and team management.
• Solid knowledge of key complaint-related metrics and operational methodologies.
• Excellent English communication skills and strong cross-functional collaboration abilities.
• Proficiency in data analysis and a strong sense of ownership.
• Familiarity with AI applications in operational scenarios and a passion for innovation.

Preferred Qualifications

• Experience in overseas or cross-border customer service operations management.

About the Company

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, ByteDance makes it easier and more fun for people to connect with, consume, and create content.