250 jobs for "Customer Support 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.

The e-Commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-Commerce experience to our users.
TikTok Shop Supply Chain & Logistics is seeking an experienced Operations Integration and Solutions Manager to work cross-functionally to drive solutions for our fulfillment center operations.

- New Product Introduction and Launch (NPI):
- Drive the NPI process, from concept ideation to launch, ensuring all milestones are met within the defined timelines and meet customer demands.
- Collaborate with cross-functional teams including product management, engineering, operations, tech development, S&OP, and transportation to identify opportunities for system improvement with a focus on fulfillment operations, warehouse management and transportation.
- Work closely with tech and operations teams to integrate new products seamlessly into fulfillment center operations, optimizing inventory management, and distribution processes, through user acceptance testing, writing clear and concise SOPs and conducting training for operations teams.
- Act as a liaison between product development, operations, and other cross functional teams to facilitate effective communication and alignment of goals.
- System and Process Improvements:
- Conduct regular audits and assessments to monitor product quality and identify areas for improvement throughout the supply chain.
- Cross-Functional Collaboration: Collaborate with internal stakeholders to gather requirements, define project scope, and prioritize initiatives based on business needs and resource constraints.
- Understand the pain points of the operations and system gaps, operational gaps, conduct root cause analysis and identify improvement opportunities, whether it is systemic, process, or training related.
- Building launch Support:
- Lead the training and onboarding programs for facility staff, operational teams, and third-party partners to ensure compliance, safety, and operational excellence.
- Monitor launch progress, track key performance indicators (KPIs), and provide regular updates to stakeholders, assisting in addressing issues and driving continuous improvement initiatives.
- Support cross-functional teams including planning, product, operations, and transportation in facility setup, system readiness, and operational readiness activities.
- Conduct risk assessments and prepare contingency planning, mitigation strategies to address potential challenges and ensure business continuity during launch activities.
- Learning and Development
- Develop and maintain standard operating procedures (SOPs) for Fulfillment Center (FC) operations, ensuring version control.
- Produce training videos in the Warehouse Management System (WMS) for quick, on-the-job learning. Gather user feedback to continuously improve warehouse and fulfillment processes.

Qualifications

Minimum Qualifications:
- Bachelor's degree in supply chain management, industrial engineering, business administration, or a related field.
- Excellent analytical and problem-solving abilities, with a keen attention to detail.
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
- 5 years of proven experience in program management, sprint cycle management, product development, supply chain management, operations, or equivalent.
- Strong project management skills with the ability to lead cross-functional teams and drive projects to successful completion.

Preferred Qualifications:
- Master's degree or related advanced degree.
- Experience with driving training and operational improvements with 3PLs.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $115520 - $198360 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.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.

Responsibilities

Qualifications

Qualifications

Minimum Qualifications:
- Bachelor's degree in supply chain management, industrial engineering, business administration, or a related field.
- Excellent analytical and problem-solving abilities, with a keen attention to detail.
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
- 5 years of proven experience in program management, sprint cycle management, product development, supply chain management, operations, or equivalent.
- Strong project management skills with the ability to lead cross-functional teams and drive projects to successful completion.

Preferred Qualifications:
- Master's degree or related advanced degree.
- Experience with driving training and operational improvements with 3PLs.

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 5,001 - 10,000 employees
Industry: Entertainment & Gaming

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