Shop - Logistics Service Excellence Program Manager

Global Operations

TikTok Shop - Logistics Service Excellence Program Manager

Location

:

Mexico City

Employment Type

:

Regular

Job Code

:

A136494A

Responsibilities

About the Team

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.

Responsibilities

• Act as a liaison between product team, operations teams, and customer service, 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 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
• Support the Mexico market as we grow our TTS presence
• Ability to travel (~25% of time)

Qualifications

Minimum Qualifications

• +3 years of experience with program/project management working in E-commerce, ideally interacting with Customer/Seller Support Operations
• Experience driving user experience improvement or contact reduction programs/projects, delivering quantifiable results
• Experience working with cross-functional teams, driving alignment with multiple stakeholders and influencing without authority
• Ability to adapt to ambiguity and quickly changing priorities
• Written and Oral proficiency in English and Spanish is required for partnering with external stakeholders, including Carriers & other logistics partners

Preferred Qualifications

• Prior experience in logistics and operations, with a strong understanding of warehouse functions and knowledge of operational workflows
• Experience creating process maps, SOP, and other supporting documentation
• Experience working in a large international organization with a diverse workforce
• Experience managing a relationship with Customer Service teams (metrics/performance management, resource optimization, relationship building)
• Advanced knowledge of working with data and utilizing dashboards to track and analyze trends effectively

Job Information

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.

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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.

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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

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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.

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TikTok Accommodation

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