TikTok Shop - Program Manager, Logistics and Service Experience

Responsibilities

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, 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.

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 p