Vendor Quality and Training Program Manager,SMB

Responsibilities
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo..

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve. Join us.

About the Team
The SMB Quality team is dedicated to enabling our sales partners to deliver exceptional, customer-centric experiences. Together, we measure customer centricity through Customer Satisfaction (CSAT) scores and leverage these insights to inform decisions across all levels of the sales organization. Our team collaborates to identify and address sales blockers, improve sales performance, and provide actionable product feedback. By turning customer feedback into strategic actions, we ensure that the voice of the customer is at the heart of everything we do, driving meaningful outcomes for both our advertisers and our business.

About your role
We are seeking a strategic and results-oriented Quality and Training Vendor Program Manager to oversee the relationship between our sales vendor partners and internal business stakeholders. In this role, you will be responsible for governing vendor operations, aligning their output with the organization's quality and training needs, and ensuring the successful execution of initiatives. The ideal candidate is skilled in vendor management, cross-functional collaboration, and driving measurable outcomes in a fast-paced environment.

Responsibilities:
- Act as the primary liaison between multiple internal vendor sales partners across multiple regions, ensuring alignment on priorities, deliverables, and goals.
- Govern vendor operations by establishing quality frameworks to monitor performance, ensure compliance, and drive accountability against SLAs and KPIs.
- Understand and forecast the needs of internal stakeholders across Quality and Training, translating business requirements into actionable vendor deliverables.
- Oversee the execution vendor business of quality and product training initiatives, ensuring timely delivery, high-quality measured outputs, and alignment with organizational objectives.
- Collaborate with vendor sales teams to identify gaps and opportunities in vendor-provided services, implementing solutions to enhance outcomes.
- Conduct regular calibrations and facilitate feedback sessions with vendors to address process challenges, share insights (process, tool and products), and promote continuous improvement.
- Provide clear, data-driven reports and analyses to executives and stakeholders on vendor performance, project progress, and initiative outcomes.
- Stay updated on industry best practices in vendor management, quality assurance, and business enablement methodologies to enhance program effectiveness.
- This is a global role that will require supporting several departments across timezones and up to 30% travel as well as experience working in high paced, multicultural and dynamic environments.

Qualifications
Minimum Qualifications:
- Bachelor’s degree in Business, Operations Management, Training & Development, or a related field; advanced degree preferred or equivalent practical experience.
- 5+ years of experience in vendor management, quality assurance, or training program management, preferably in a sales or B2B environment.
- Proven ability to manage vendor relationships and drive performance improvements through governance frameworks.
- Strong project management skills, with experience handling multiple initiatives simultaneously and delivering results under tight deadlines.
- Analytical mindset with proficiency in data analysis.
- Exceptional communication and interpersonal skills, with experience collaborating across functions and engaging with senior leadership.
- Ability to balance stakeholder needs and vendor well-being while delivering high-impact results.

Preferred Qualifications:
- Experience in digital advertising or technology-driven sales organizations, working with CRM systems and quality measurement tools.
- Demonstrated ability to implement scalable data infrastructure and analytics solutions.
- Experience developing training and facilitating a plus.
- COPC Quality Management, Vendor Management certification a plus.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.