TikTok Shop - Head of Delivery Experience, Logistics

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.



Why Join Us

Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.

To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.

Join us.



Why TikTok Shop

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 and Logistics organization is seeking a leader for the US Logistics' Delivery Experience team who will be responsible for building our logistics experience strategy and driving solutions from concept to implementation. You will play a critical role in defining the logistics customer experience, measuring the experience, identifying opportunities to improve and leading cross-functional teams in building logistics experiences that are seamless for customers.



Responsibilities include:

- Develop and implement strategic plans focused on building a seamless logistics experience for customers.

- Define the long-term organizational strategy for the Logistics Customer Experience team.

- Lead a team of 5 multi-functional professionals across strategy, analytics, solution design and go-to-market providing guidance, coaching, and support to ensure performance goals are met.

- Utilize data analytics to define how to measure and set performance targets for the end-to-end logistics customer experience across all fulfillment channels (TikTok Shipping, Fulfilled by TikTok, and Seller managed shipping)

- Own the design and implementation of solutions to solve customer painpoints, including writing Business Requirement Documents (BRDs), providing feedback during product development and leading the go-to-market for new product solutions

- Serve as the Voice of the Customer in collaboration with cross-functional stakeholders in Governance, Product, Research & Development, Network Strategy, Category Management, and Operations

- Foster a culture of continuous improvement, innovation, data-driven decision making and teamwork within the Logistics Customer Experience team.