TikTok Shop - Logistics Service Excellence Program Manager
Responsibilities
The Supply Chain and Logistics team builds the capabilities that support business growth and global operations. We provide business planning, operational insights, and logistics strategy support to help teams and partners operate efficiently across markets.
As the business scales globally, we take on complex, business-critical challenges across network design, operational efficiency, service quality, and the differing needs of each local market, work that strengthens partner experiences and supports sustainable growth.
You will help build scalable logistics capabilities that support TikTok Commerce across global markets.
We are looking for a Logistics Service Excellence Programme Manager to join our global logistics team, responsible for continuously improving the customer and seller logistics experience in EU markets. Logistics Service Excellence (LSE) is a global team that provides cross-functional support between the TikTok Shop Logistics team and Service & Support Center Team. We act as subject matter experts for the customer service team for logistics-related issues through providing new launch support, knowledge sharing, process creation, and satisfaction analysis. On the logistics side, we prepare buyer and seller insights to key stakeholders in the business, operation, and product teams, advocating for the best possible user experience with our platform and services.
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Responsibilities
- Responsible for improving key service delivery metrics like CSAT and resolution rates via helping establish standard processes.
- Act as a liaison between product teams, operations teams and customer service, ensuring seamless integration of policy changes based on customer feedback and operational requirements
- Responsible for conducting weekly/monthly reports and case studies on customer service issues and developing actionable solutions to enhance service quality and efficiency
- Help establish standard processes, and create SOPs, Training, and Help content documentation related to our logistics issues and products for our team and CS
- Serve as an escalation point for CS for logistics related issues
- Lead experience projects - develop plans, facilitate meetings, coordinate cross-functional stakeholders, manage project timeline
Qualifications
Minimum Qualifications
- Bachelor's degree or above, 5+ years of experience in e-Commerce logistics fulfillment or customer service operations
- Experience creating proactive and continuous improvement, delivering quantifiable results
- Comfortable working with cross-functional teams, driving alignment with multiple stakeholders and influencing without authority through strong communication and coordination skills
- Advanced knowledge of working with data and utilizing dashboards to track and analyze trends effectively
- Self-motivated attitude with strong attention to detail who strives in a fast-paced business
Preferred Qualifications
- Working knowledge of platform logistics processes.
- Able to handle disputes and escalations in a neutral data-driven manner.
- Ability to contribute to logic-driven process maps, SOPs, and other supporting documentation
- A proactive and customer-centric attitude, with the ability to work independently and as part of a team.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.