TikTok Shop - Logistics and Service Experience

Logistics Service Excellence (LSE) is a global team that acts as a bridge between TikTok Shop Logistics teams and Customer Service (CS). We act as Subject Matter Experts for the Customer Service team for logistics-related issues, cooperating with them on a number of initiatives to ensure they are able to correctly and efficiently handle logistics issues (SOPs, training, coaching, new launch support). On the logistics-side, we bring buyer/seller insights to our business and product teams, and advocate for the best possible user experience with our platform and services.

1. Act as a liaison between product teams and CS, ensuring seamless integration of policy changes based on customer feedback and operational requirements
2. Serve as an escalation point for CS for logistics related issues
3. Responsible for conducting weekly/monthly reports and case studies on customer service issues and developing actionable solutions to enhance service quality and efficiency
4. Help establish standard processes, and create SOPs, Training, and Help content documentation related to our logistics issues and products for our team and CS
5. Lead projects - develop plans, facilitate meetings, coordinate cross-functional stakeholders, manage project timeline
6. Work closely with a number of internal and external stakeholders to deliver various projects, or to escalate pending issues (CS, logistics teams, logistics service providers, product and business teams, data analytics)
7. Collaborate closely with logistics teams to manage and submit claims, ensuring all parties are aligned and informed throughout the claims process
8. Proactively identify improvement opportunities to enhance project outcomes

Qualifications

1. Bachelors Degree or above, 5+ years of experience with program/project management working in E-commerce, ideally interacting with Customer/Seller Support Operations
2. Experience driving user experience improvement or contact reduction programs/projects, delivering quantifiable results
3. Experience working with cross-functional teams, driving alignment with multiple stakeholders and influencing without authority
4. Advanced knowledge of working with data and utilizing dashboards to track and analyze trends effectively
5. Ability to adapt to ambiguity and quickly changing priorities
6. Ability to travel (~25% of time)

Preferred Qualifications:
1. Prior experience in logistics and operations, with a strong understanding of warehouse functions and knowledge of operational workflows
2. Experience creating process maps, SOP, and other supporting documentation
3. Experience working in a large international organization with a diverse workforce
4. Experience managing a relationship with Customer Service teams (metrics/performance management, resource optimization, relationship building)

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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $121000 - $232000 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.

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.