Johnathan Luc
Los Angeles,CA
Summary
Vendor management and program operations leader with a strong track record in SLA management, RFP evaluation, and contract compliance. Brings hands-on experience with scorecards, workforce data, QBRs, site audits, and invoice reconciliation across global BPO environments. Advises senior stakeholders on process improvements, vendor accountability, and scalable delivery models.
Overview
7
7
years of professional experience
Work History
Partner Program Manager
TikTok
Culver City, CA
07.2020 - 04.2025
- - Coordinated deployment and performance tracking for 3000+ content moderators across global BPO vendor sites to ensure operational efficiency.
- - Monitored real-time performance reports and adjusted operations to meet hourly, daily, and monthly service-level targets.
- - Worked with operations, quality, and training teams to prioritize vendor program changes and update SOWs as business needs shifted.
- - Guided vendor evaluation and scoring for resources, locations, and potential business impact during the RFP process for U.S. expansion, leading to selection of two vendor partners.
- - Lowered training costs through negotiation, delivering savings of over $412000 in 2023.
- - Set SLA expectations and built a glide path framework that triggered corrective action when SLAs were missed.
- - Used site scorecards and workforce data to hold BPO leadership accountable for site performance and glide path adherence.
- - Managed SOW compliance across external vendors and internal teams, reviewed invoices, reconciled payments, and updated SOWs for changing business needs.
- - Advised BPO leadership, including VP- and director-level stakeholders, on strategies to improve key metrics and streamline workflows, thereby fostering sustainable global practices.
- - Analyzed qualitative and quantitative data, presenting actionable plans in quarterly business reviews to enhance quality and meet SLA performance targets.
- - Partnered with product and tooling teams to resolve technical issues affecting SLAs through internal ticketing systems.
- - Coordinated program updates, training rollouts, and process changes with BPO partners to support consistent delivery and SOW adherence.
- - Conducted site visits to BPO locations to assess compliance with security protocols on production floors and at physical access points.
- Conducted site visits to BPO locations to assess compliance with security protocols on production floors and at physical access points.
Customer Support Project Lead
Bird Rides, Inc.
Santa Monica, CA
08.2018 - 04.2020
- Coordinated support for a team of 100 offshore agents managing ticket escalations and response workflows during unplanned outages.
- Established quality checks for offshore agents and monitored KPIs like ticket creation and response time to enhance service delivery.
- Developed internal wiki to organize processes and troubleshooting steps, ensuring consistent support across all time zones.
Education
Bachelor of Arts - English and Communication Arts (Double Major)
St. John's University
New York, NY05-2017
Skills
- Program and project management
- Vendor selection
- Contract negotiation
- Performance management
- Cost reduction strategies
- Workforce management strategies
- Operations compliance
- Quality assurance
- Process improvement initiatives
- Stakeholder engagement
- Business reviews
- Security compliance and data analysis
Timeline
Partner Program Manager
TikTok
07.2020 - 04.2025
Customer Support Project Lead
Bird Rides, Inc.
08.2018 - 04.2020
Bachelor of Arts - English and Communication Arts (Double Major)
St. John's University