TikTok Shop - Logistics Service Excellence Program Manager

Responsibilities

About the Team
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.

Responsibilities
- Act as a liaison between product team, operations teams, and customer service, ensuring seamless integration of policy changes based on customer feedback and operational requirements
- Serve as an escalation point for CS for logistics-related issues
- 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
- Lead projects - develop plans, facilitate meetings, coordinate cross-functional stakeholders, manage project timeline
- 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)
- Collaborate closely with logistics teams to manage and submit claims, ensuring all parties are aligned and informed throughout the claims process
- Proactively identify improvement opportunities to enhance project outcomes
- Support the Mexico market as we grow our TTS presence
- Ability to travel (~25% of time)

Qualifications

Minimum Qualifications
- +3 years of experience with program/project management working in E-commerce, ideally interacting with Customer/Seller Support Operations
- Experience driving user experience improvement or contact reduction programs/projects, delivering quantifiable results
- Experience working with cross-functional teams, driving alignment with multiple stakeholders and influencing without authority
- Ability to adapt to ambiguity and quickly changing priorities
- Written and Oral proficiency in English and Spanish is required for partnering with external stakeholders, including Carriers & other logistics partners

Preferred Qualifications
- Prior experience in logistics and operations, with a strong understanding of warehouse functions and knowledge of operational workflows