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.ResponsibilitiesIntroduce & engage the logistics service, provide the best lead time and delivery experience, enhancing the tracking and visibility. Conduct market research and benchmarking to identify the best practices and trends in the market and the industry.Provide and optimize a smooth end-to-end order experience, including lead time, shipping fee, address, and order tracking.Educate and communicate about new logistics solutions, policies, and enhancements that have been decided to improve the experience. Support understanding of the processes and help achieve better delivery performance and customer satisfaction. Gather feedback to drive internal changes and enhancements for the platform and the logistics service.Monitor and analyze key performance indicators (KPIs) such as delivery speed, accuracy, quality, and customer satisfaction.Prepare and document business & user cases and proposals for improving the logistics experience. Present and align with leadership strategy and complete end-to-end implementation. Monitor and evaluate the impact and results of the implemented solutions, and report them to the relevant stakeholders.Collaborate with other teams, such as product, customer service, governance and experience, operations, and user growth, to ensure alignment and integration of the logistics initiatives and strategies. Participate in cross-functional meetings and projects, and share insights and expertise.Negotiate and manage competitive rates, in line with other marketplaces, with internal financial stakeholders. Ensure that the rates are transparent and fair, reflecting the value and quality of the service.QualificationsMinimum QualificationsA bachelor's degree in business, logistics, supply chain, or a related field; Solid experience inlogistics, e-commerce, or marketplace operations, preferably in a managerial or supervisory role, with a deep understanding of buyer & seller challenges related to operation & logistics; Fluent in Spanish to communicate with buyers & sellers in Spain; A willingness to travel and visit buyers & sellers as needed.Preferred QualificationsVery familiar with logistics KPI metrics like volume, cost, on-time/breach rate, as well as customer metrics NPS, CR; Excellent analytical, data-driven, problem-solving, and decision-making skills, with the ability to use data and metrics to drive actions and results; Understanding of logistics eCommerce marketplace operations and governance policy & user growth; Strong communication, negotiation, and interpersonal skills, with the ability to build and maintain positive relationships with internal and external stakeholders; A proactive, self-motivated, and customer-centric attitude, with the ability to work independently and as part of a team.TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives
