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Logistics Experience Manager

hace 2 meses

Madrid, Madrid, España Tiktok A tiempo completo
About the Role

We are seeking a highly skilled Logistics Experience Manager to join our team at TikTok. As a key member of our operations team, you will be responsible for delivering exceptional logistics experiences for our buyers and sellers.

Key Responsibilities
  • Logistics Service Introduction: Introduce and engage our logistics service, providing the best lead time and delivery experience, enhancing tracking and visibility.
  • Market Research and Benchmarking: Conduct market research and benchmarking to identify best practices and trends in the market and industry.
  • Order Experience Optimization: Provide and optimize a smooth end-to-end order experience, including lead time, shipping fee, address, and order tracking.
  • Logistics Solutions Education: Educate and communicate about new logistics solutions, policies, and enhancements to improve the experience.
  • Process Support and Improvement: Support understanding of processes and help achieve better delivery performance and customer satisfaction.
  • Feedback and Enhancement: Gather feedback to drive internal changes and enhancements for the platform and logistics service.
  • KPI Monitoring and Analysis: Monitor and analyze key performance indicators (KPIs) such as delivery speed, accuracy, quality, and customer satisfaction.
  • Business and User Case Preparation: Prepare and document business and user cases and proposals for improving the logistics experience.
  • Implementation and Evaluation: Present and align with leadership strategy, complete end-to-end implementation, and monitor and evaluate the impact and results of implemented solutions.
  • Collaboration and Stakeholder Management: Collaborate with other teams, such as product, customer service, governance, and experience, to ensure alignment and integration of logistics initiatives and strategies.
Requirements
  • Education: A bachelor's degree in business, logistics, supply chain, or a related field.
  • Experience: Solid experience in logistics, e-commerce, or marketplace operations, preferably in a managerial or supervisory role, with a deep understanding of buyer and seller challenges related to operation and logistics.
  • Language: Fluent in Spanish to communicate with buyers and sellers in Spain.
  • Travel: A willingness to travel and visit buyers and sellers as needed.
Preferred Qualifications
  • Logistics KPI Metrics: Very familiar with logistics KPI metrics like volume, cost, on-time/breach rate, as well as customer metrics NPS, CR.
  • Analytical and Problem-Solving Skills: Excellent analytical, data-driven, problem-solving, and decision-making skills, with the ability to use data and metrics to drive actions and results.
  • Communication and Interpersonal Skills: Strong communication, negotiation, and interpersonal skills, with the ability to build and maintain positive relationships with internal and external stakeholders.
  • Customer-Centric Attitude: A proactive, self-motivated, and customer-centric attitude, with the ability to work independently and as part of a team.