TikTok Shop - Logistics Service Excellence Program Manager

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)

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