Logistics Service Excellence Program Manager

Responsibilities
We are looking for a Logistics Service Excellence Expert to join our global logistics team, responsible for continuously improving the customer and seller logistics experience in the UK & EU markets. Logistics Service Excellence (LSE) is a global team that provides cross-functional support between the TikTok Shop Logistics team and Service & Support Center Team. We act as subject matter experts for the customer service team for logistics-related issues through providing new launch support, knowledge sharing, process creation, and satisfaction analysis. On the logistics side, we prepare buyer and seller insights to key stakeholders in the business, operation, and product teams, advocating for the best possible user experience with our platform and services.

Responsibilities

• Act as a liaison between product teams and CS, ensuring seamless integration of policy changes based on customer feedback and operational requirements

• Serve as an escalation point for CS for logistics related issues

• Responsible for conducting weekly/monthly reports and case studies on customer service issues and developing actionable solutions to enhance service quality and efficiency

• Help establish standard processes, and create SOPs, Training, and Help content documentation related to our logistics issues and products for our team and CS

• Lead experience projects - develop plans, facilitate meetings, coordinate cross-functional stakeholders, manage project timeline

• 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)

• Collaborate closely with logistics teams to manage and submit claims, ensuring all parties are aligned and informed throughout the claims process

• Proactively identify improvement opportunities to enhance project outcomes

Qualifications
Minimum Qualifications

• Bachelor's degree or above, 5+ years experience in e-commerce logistics fulfillment experience or customer service operations

• Experience creating proactive and continuous improvement, delivering quantifiable results

• Comfortable working with cross-functional teams, driving alignment with multiple stakeholders and influencing without authority through strong communication and coordination skills

• Advanced knowledge of working with data and utilizing dashboards to track and analyze trends effectively

• Self-motivated attitude with strong attention to detail who strives in a fast-paced business

Preferred Qualifications

• Working knowledge of platform logistics processes.

• Able to handle disputes and escalations in a neutral data-driven manner.

• Ability to contribute to logic driven process maps, SOPs, and other supporting documentation

• A proactive and customer-centric attitude, with the ability to work independently and as part of a team.

About TikTok
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.​

Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.​

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.​

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Diversity & Inclusion​

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.​