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hace 2 semanas
Responsibilities
About the Team
The Supply Chain and Logistics team plays a crucial role in building a strong and efficient logistics infrastructure that supports business growth and global expansion. By providing strategic guidance and operational support, the team helps optimize logistics performance, enhance buyer and seller experiences, and drive overall marketplace efficiency.
About the Role
As the Logistics Experience Head for the UK & EU, you will be responsible for enhancing the logistics experience for both buyers and sellers on our platform. You will oversee key logistics performance metrics, optimize lead times and shipping fees, and drive fulfillment improvements. Additionally, you will work cross-functionally with teams such as Logistics Product, User Growth, Governance & Policy to implement best practices and scalable solutions.
Key Responsibilities
1. Metrics Management & Performance Optimization
- Define, track, and manage key logistics experience metrics across the UK & EU markets.
- Establish structured cross-functional meetings to review logistics performance, ensure deliverables, and drive follow-ups.
- Identify and analyze root causes of key logistics experience issues, attributing responsibility across logistics partners, platform operations, and merchants.
- Develop solutions to enhance order fulfillment, lead times, shipping fees, and overall logistics efficiency.
2. Customer Experience & Logistics Strategy
- Set targets and define strategies to optimize Estimated Delivery Time (EDT) across 3PL and 4PL networks, improving buyer experience.
- Collect feedback from buyers and logistics stakeholders to implement continuous improvements.
- Drive initiatives to enhance customer satisfaction, reduce order delays, and optimize logistics-related user experience metrics.
3. Merchant Experience & Fulfillment Performance
- Develop and enforce policies related to fulfillment operations, including Late Dispatch Rates, Order Volume Levels, and Create-to-Handover times.
- Work closely with internal teams to define fulfillment performance standards, ensuring policy enforcement and continuous improvements.
- Implement peak season strategies, including SLA extension policies for both FFM and logistics operations to mitigate disruptions and reduce misaligned late dispatch alerts.
**Qualifications**:
Minimum Qualifications
- Bachelor’s degree in Business, Logistics, Supply Chain Management, or a related field.
- Proven experience in logistics, e-commerce, or marketplace operations in a managerial capacity.
- Deep understanding of buyer and seller logistics challenges, particularly in an e-commerce environment.
- Willingness to travel to meet with buyers and sellers as needed.
Preferred Qualifications
- Strong familiarity with logistics KPIs, including order volume, cost, on-time rates, breach rates, NPS, and customer resolution metrics (CR).
- Excellent analytical, data-driven, and problem-solving skills, with the ability to leverage insights to drive action.
- Understanding of logistics in e-commerce marketplaces, governance policies, and user growth strategies.
- Strong communication, negotiation, and interpersonal skills, with the ability to foster positive relationships with both internal teams and external stakeholders.
- A proactive, self-motivated, and customer-centric mindset, with the ability to work independently and collaboratively in a fast-paced environment.
Job Information
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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
