TikTok Commerce-Logistics Experience Manager

at  TikTok

Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok’s purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That’s how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
About the Team
The Supply Chain and Logistics team plays a vital role in ensuring a strong and efficient supply chain and logistics infrastructure that drives business growth and enables global expansion. They provide business planning guidance and logistics strategy assistance to existing businesses, helping them optimise their operational efficiency.
The Logistics Experience Manager will focus on improving the logistics experience for our platform. Responsibilities vary from managing and optimizing the lead time, shipping fee, order status, also fulfilment performance metrics, rates and subsidies, as well as working cross-functionally with other teams including user growth & governance & policy to identify and implement best practices and solutions.

Responsibilities

• Introduce & engage the logistics service, provide the best lead time and delivery experience, enhancing the tracking and visibility, you will also conduct market research and benchmarking to identify the best practices and trends in the market and the industry.
• Provide and optimize an smooth end to end order experience, including lead time, shipping fee, address, and order tracking.
• Educate and communicate about new logistics solution, policies and enhancements that have been decided to improve their experience. Support their understanding of the processes and help them achieve a better delivery performance and customer satisfaction. By doing so, you will also gather feedback that would drive internal changes and enhancements for the platform and the logistics service.
• Monitor and analyze the key performance indicators (KPIs) such as delivery speed, accuracy, quality, and customer satisfaction.
• Prepare and document business & user cases and proposals for improving the logistics experience, present and align with leadership strategy also complete end to end implementation. You will also monitor and evaluate the impact and results of the implemented solutions, and report them to the relevant stakeholders.
• Collaborate with other teams, such as product, customer service, governance and experience, operations, and user growth, to ensure alignment and integration of the logistics initiatives and strategies. You will also participate in cross-functional meetings and projects, and share your insights and expertise.
• Negotiate and manage competitive rates, in line with other marketplaces, with our internal financial stakeholders. Ensure that the rates are transparent and fair, and that they reflect the value and quality of the service.

Qualifications

Minimum Qualifications

• A bachelor’s degree in business, logistics, supply chain, or a related field;
• Solid experience in logistics, e-commerce, or marketplace operations, preferably in a managerial or supervisory role, have deep understanding of buyer & seller challenge related to operation & logistics;
• Able to use one of the following languages as working language in order to communicate with buyers & sellers in France, Germany, or Spain: French, German, or Spanish;
• A willingness to travel and visit the buyers & sellers as needed.

Preferred Qualifications

• Very familiar with logistics KPI matrix like volume, cost, ontime/breach rate, as well as customer matrix NPS, CR;
• Excellent analytical, data driven, problem-solving, and decision-making skills, with the ability to use data and metrics to drive actions and results;
• Understanding of Logistics eCommerce marketplace operations and governance policy & user growth;
• Strong communication, negotiation, and interpersonal skills, with the ability to build and maintain positive relationships with internal and external stakeholders;
• A proactive, self-motivated, and customer-centric attitude, with the ability to work independently and as part of a team.

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

• Introduce & engage the logistics service, provide the best lead time and delivery experience, enhancing the tracking and visibility, you will also conduct market research and benchmarking to identify the best practices and trends in the market and the industry.
• Provide and optimize an smooth end to end order experience, including lead time, shipping fee, address, and order tracking.
• Educate and communicate about new logistics solution, policies and enhancements that have been decided to improve their experience. Support their understanding of the processes and help them achieve a better delivery performance and customer satisfaction. By doing so, you will also gather feedback that would drive internal changes and enhancements for the platform and the logistics service.
• Monitor and analyze the key performance indicators (KPIs) such as delivery speed, accuracy, quality, and customer satisfaction.
• Prepare and document business & user cases and proposals for improving the logistics experience, present and align with leadership strategy also complete end to end implementation. You will also monitor and evaluate the impact and results of the implemented solutions, and report them to the relevant stakeholders.
• Collaborate with other teams, such as product, customer service, governance and experience, operations, and user growth, to ensure alignment and integration of the logistics initiatives and strategies. You will also participate in cross-functional meetings and projects, and share your insights and expertise.
• Negotiate and manage competitive rates, in line with other marketplaces, with our internal financial stakeholders. Ensure that the rates are transparent and fair, and that they reflect the value and quality of the service