Program Manager, Quality & CSAT - Vendor Operations

About the role

TikTok is hiring a Program Manager, Quality & CSAT for its Monetization Product Operations (MPO) team, which covers Customer Support and Tools & Workflows within Product Strategy & Operations. The team provides a best-in-class advertising experience through excellent customer service and streamlined processes, supports sales with post-sales work, and works with the product team on improvements via feature requests and bug management.

Key responsibilities

• Own the QA program: design and refine the QA framework (scorecards, sampling, calibration, audits) across all vendor sites, run calibration sessions, monitor scores and error rates, run root cause analysis and drive corrective action plans to closure
• Own end-to-end CSAT performance: set targets, monitor trends, run DSAT deep dives, turn insights into coaching frameworks, process fixes, knowledge base and policy improvements, and partner with Training and SME teams
• Act as the main quality interface with vendor site leadership, run regular business reviews, identify performance gaps, benchmark best practices and support vendor governance (scorecards, penalties/incentives, ramp quality gates)
• Support quality readiness during vendor site launches, transitions and sunsets, including baseline audits and ramp certification
• Build and maintain QA/CSAT dashboards, correlate quality data with operational metrics (AHT, recategorization, reopen rates, escalations) and define leading indicators to move quality management from reactive to predictive

Required profile

• 5+ years in quality assurance, customer experience or vendor/BPO management within support operations, trust & safety or a related domain
• Proven track record managing QA or CSAT programs across outsourced/vendor environments, ideally multiple sites or regions
• Experience running calibrations, audits, RCAs and corrective action programs with measurable outcomes
• Strong analytical skills, stakeholder management and communication skills, and willingness to travel to vendor sites (APAC and other regions)

Required skills

• Comfortable with large datasets in Excel/Sheets, able to build driver analyses and present insights
• Preferred: experience in a high-growth tech, e-commerce or platform environment with multi-language support
• Preferred: familiarity with QA tools such as MaestroQA or Playvox, SQL, COPC or Six Sigma, and experience with vendor site launches and consolidations