TikTok Shop - Fulfillment Governance Program Manager

Responsibilities

E-commerce's Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high-trust marketplace where every customer enjoys a seamless purchase experience.

About the Role:
We are seeking a data-driven professional to lead fulfillment governance, ensuring a best-in-class customer experience. This role focuses on proactively identifying risks, designing preventive controls, and driving cross-functional initiatives to improve fulfillment performance at scale.

Responsibilities:
- Analyze fulfillment operations and performance data to identify risks that may impact customer experience (e.g., delays, cancellations, SLA breaches).
- Design and implement proactive seller governance policies and preventive controls to mitigate risks before they escalate.
- Partner with cross-functional teams (Operations, Product, Logistics, Compliance) to implement governance frameworks and ensure effective adoption.
- Drive alignment across stakeholders to operationalize solutions at scale.
- Monitor performance metrics and conduct impact analysis to evaluate the effectiveness of governance strategies.
- Continuously refine and optimize approaches based on data insights and business outcomes.
- Conduct benchmarking and research industry best practices to evolve fulfillment and governance standards.
- Translate insights into actionable improvements to enhance platform performance and customer experience.

Qualifications

Minimum Qualifications:
- +5 years of experience in e-commerce, fulfillment, logistics, or governance-related functions, with a strong understanding of end-to-end operations.
- Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
- Proven ability to operate with ownership and influence cross-functional stakeholders.
- Ability to communicate insights and collaborate cross-functionally, with a focus on customer impact and risk considerations.
- Structured, strategic thinker with strong industry awareness.
- Fast learner with a proactive attitude, comfortable navigating ambiguity and fast paced environment.

Preferred Qualifications:
- Familiarity with AI-driven tools or technologies is a plus.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $103360 - $209380 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.