Global Network Performance Lead - Emerging Product & Generative AI

Responsibilities

About the team The Emerging Products and Gen AI Partner Portfolio Performance team (EP) is responsible for implementing the Emerging Products content moderation BPO strategy and for maintaining a strong, steady, and performing portfolio of vendors and footprint of sites. This team also supports the internal risk assurance frameworks across the vendor ecosystem. About the role As the Global Network Performance Lead (GNPL), you will drive performance, quality, and operational excellence across the EP network, spanning both in-house (IH) teams and outsourced BPO partners. The role focuses on building strong, long-term stakeholder relationships, ensuring consistent delivery against company standards, and enabling scalable, high-performing operations. You will monitor network performance, support escalation and recovery where required, and act as a key connector between TikTok, internal teams, and external partners. The objective is to optimise network-wide performance, maximise value, and support sustainable growth through aligned operating models. This role is accountable for supporting and managing TikTok’s EP network, including IH teams and external partners. Responsibilities include overseeing the outsourcing of EP lines of business, ensuring strong collaboration with IH teams, and driving performance, compliance, and value creation through effective relationship and contract management. The GNPL must be a highly effective communicator with strong relationship-building skills and experience in operations and programme management. A passion for continuous improvement is essential, along with the ability to operate in a fast-paced, cross-functional, multi-geographical environment and navigate both IH and partner dynamics. The role requires the ability to manage multiple initiatives, adapt to change, and influence across Partner Management, IH operations, and Trust & Safety. The successful candidate will report to the Global Head of Emerging Products and GenAI Operations, provide business leadership across the EP network, and support both IH teams and outsourcing partners. Regular travel will be required. Responsibilities 1. Strategy - Execute the Emerging Products content moderation BPO global strategy, ensuring a steady, scalable, and high-performing Partner portfolio. - Drive the global footprint strategy, enabling regional flexibility, resilience, and growth through site launches, expansions, and new lines of business. - Support business growth and new initiatives by shaping operating models and capability development. - Identify opportunities to expand existing Partner relationships in line with business and platform needs. 2. Operations - Drive operational excellence across sites, improving quality, delivery, efficiency, and moderator experience while reducing friction and complexity. - Monitor and manage performance against KPIs, including quality, delivery, pricing adherence, and compliance. - Analyse operational and performance data to inform planning, optimisation, and leadership decisions. - Serve as the primary point of contact between internal stakeholders and external Partners, ensuring alignment and accountability. - Collaborate with global, cross-functional teams to design and implement scalable Partner solutions. 3. Sourcing & Contracts - Lead and support end-to-end RFP processes, including requirements definition, Partner engagement, evaluation, and recommendations. - Partner with Procurement, Legal, Finance, and stakeholders on BPO contract negotiations, covering pricing, commercial terms, SLAs, and protections. - Own contract lifecycle management, including renewals, amendments, scope changes, site changes, and onboarding new lines of business. - Drive cost transparency and financial discipline through Partner cost analysis, pricing governance, and performance tracking. 4. Risk & Governance - Identify and mitigate operational, financial, and compliance risks through performance management, footprint analysis, capacity planning, and workforce oversight. - Conduct regular business reviews and support audits and governance assessments to ensure contractual and regulatory compliance. - Analyse business processes and controls to identify risks, gaps, and improvement opportunities. - Provide clear performance, risk, and financial reporting to EP leadership, including insights and recommended actions. 5. Innovation & Industry Expertise - Maintain strong end-to-end operational expertise to enable effective challenge and optimisation. - Stay current on Trust & Safety and BPO industry trends, including GenAI-enabled solutions. - Partner with stakeholders and vendors to explore, pilot, and scale innovations that enhance quality, efficiency, and platform safety.

Qualifications

Minimum Qualification: - Fluent in English - Bachelor’s degree or higher. - 5+ years’ experience in operations or programme management, with proven oversight of global In House and BPO partners operations across multiple regions, including performance and governance. - Demonstrated ability to design and deliver innovative solutions that support partner and business operations. Preferred Qualifications: - Strong capability to operate effectively in cross-functional, global environments, working both independently and as part of a team. - Highly organised, with a proven ability to manage high workloads and tight deadlines in fast-paced settings. - Strong interpersonal, motivational, and intercultural skills, with the ability to represent the company confidently with external partners.

Job Information