Service Delivery Team Leader – Global Payments

About the role

ByteDance’s Global Payment team is looking for a Service Delivery Team Leader to drive efficiency, quality and cost improvements across our worldwide payment operations. You will lead a high‑performing team, collaborate with cross‑functional partners and leverage emerging technologies such as AI to enhance the payment experience for TikTok and other ByteDance products.

Key responsibilities

• Own the improvement of efficiency, quality, and cost metrics for the Global Payment Service Delivery team.
• Refine operating mechanisms, build operational tools, and develop talent to deliver business outcomes.
• Establish internal and external communication channels, manage complaint‑handling collaboration, and drive continuous improvement with upstream customer‑service teams.
• Leverage AI and other new technologies to boost day‑to‑day operational efficiency and quality.
• Plan and manage global BPO operations, including site planning, cost management and digitalised BPO management.
• Develop the global Service Delivery team by strengthening capabilities and expanding responsibilities.

Required profile

• 5+ years of experience in internet customer‑complaint operations and team management.
• Strong ownership mindset, service orientation and proven people‑coaching abilities.
• Excellent cross‑functional communication and collaboration skills.
• Familiarity with AI applications in operational settings and a passion for innovation.
• Self‑motivated with a proactive approach to problem solving and continuous improvement.

Required skills

What we offer

• Opportunity to impact a global payment platform used by billions of users.
• Collaborative, fast‑moving environment with cutting‑edge technology.
• Professional growth through leadership development and cross‑border exposure.