Responsibilities

Team Introduction: Global Revenue Management is part of the ByteDance Finance function that is responsible for revenue management and accounting for monetization of all ByteDance products via the following processes: running the Order to Cash ("OTC") cycle, establishing and integrating business-finance platforms together; to ensure accuracy in revenue accounting. We are looking for a senior service delivery individual to lead a diverse team of service workforce that focuses on supporting our customers and internal stakeholders through the entire Order to Cash (O2C) cycle. Responsibilities: - Lead the overall delivery and outsourcing initiatives for the global Order to Cash (O2C) operations, overseeing all service delivery processes to ensure robust governance, standardized metrics reporting, and effective project management & planning for all O2C vendor-related projects. - Define success metrics and manage vendor KPIs through coaching and guidance, ensuring the achievement of all metrics and quality targets. - Responsible for training and transferring new SOPs, as well as providing hypercare support during the initial launch period to ensure a smooth and successful transition. - Manage the vendor/BPO team, including maintaining team stability, developing and retaining top‑performing talent, and identifying and managing underperforming agents through performance improvement or removal when necessary. - Main point of contact and facilitates resolution for first level service escalations. - Proactively seek solutions to improve operational efficiency and quality by working with product, operation and policy teams, keeping the SoPs updated at all times. - Measures Service Provider service quality and core metrics against SLA Lead cadenced operational reviews with vendor and process area and ensures consistent operational reporting. - Drive daily/weekly/monthly business reviews and quarterly business reviews (QBR), strengthen governance mechanisms, challenge the status quo, and identify opportunities and initiatives to optimize workflows, enhance service quality, and promote continuous improvement in partnership with vendors and internal functional owners. - Identify training needs and work with all functional teams to deploy training for BPO tier 1. - Implement best practices, set up processes and policies to cover all O2C processes and make sure service policies are in line with each region's customer demand and regulations. - Develop and implement contingency plans and/or corrective actions. - Deliver regular reports and other work related to outsourcing.

Qualifications

Minimum Qualifications: - Bachelor's degree or higher in Business Administration, Finance, Economics, Accounting, or a related discipline. - Minimally 5+ years of working experience in finance service delivery or Order-to-Cash (O2C) service operations, preferably with experience in outsourcing and transition/transfer processes. - Strong people management skills, with demonstrated leadership capability; self-motivated and able to thrive in ambiguous, matrix environment. - Experience working with outsourced global service providers, with solid BPO vendor management experience. - Proven ability to work across functional and geographic boundaries, including building, managing, and influencing relationships with senior stakeholders, leveraging data to generate insights, and solving complex problems. - Ability to work effectively in a fast-paced, complex global environment, with flexibility to accommodate working hours across multiple regions, while managing multiple projects, planned and unplanned activities, and navigating complexity and ambiguity. Preferred Qualifications: - Extensive experience leading global Order-to-Cash (O2C) or Accounts Receivable operations for enterprise or strategic revenue portfolios. - Demonstrated ownership of BPO/vendor strategy, including operating model design, performance governance, risk management, and continuous improvement at scale. - Proven track record of driving large-scale operational transformation, process standardization, and automation across the O2C lifecycle. - Strong strategic and analytical leadership, with the ability to translate complex operational and financial data into actionable insights and executive decision-making. - Exceptional senior stakeholder influence and cross-functional leadership, partnering with Finance, Sales, Legal, and Operations to resolve complex, high-impact revenue and customer issues.

Job Information