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Qualifications, skills, and all relevant experience needed for this role can be found in the full description below.
Responsibilities 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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
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 buyers and marketplace sellers.
Responsibilities include managing and optimizing the lead time, shipping fee, and order status for buyers, as well as fulfilment performance metrics, rates, and subsidies for sellers.
You will work cross-functionally with other teams including user growth, governance, and policy to identify and implement best practices and solutions.
Introduce and engage the world-class logistics service to buyers and merchants, onboarding sellers to TTS logistics network, providing the best lead time and delivery experience to buyers, enhancing tracking and visibility, and conducting market research to identify best practices and trends in the EU market.
Provide and optimize a smooth end-to-end order experience for buyers during the purchase journey and post-order journey, including lead time, shipping fee, address, and order tracking.
Educate and communicate with sellers about new logistics solutions, policies, and enhancements to improve their experience.
Support their understanding of the processes and help them achieve better delivery performance and customer satisfaction.
Monitor and analyze the key performance indicators (KPIs) for both platform buyers and marketplace sellers, such as delivery speed, accuracy, quality, and customer satisfaction.
Prepare and document business and user cases and proposals for improving the logistics experience for buyers and sellers, present and align with leadership strategy, and complete end-to-end implementation.
Monitor and evaluate the impact and results of the implemented solutions, reporting them to relevant stakeholders.
Collaborate with other teams, such as product, customer service, governance, operations, and user growth, to ensure alignment and integration of logistics initiatives and strategies.
Participate in cross-functional meetings and projects, sharing insights and expertise.
Negotiate and manage competitive rates with our internal financial stakeholders, ensuring that rates are transparent and fair for buyers and sellers, reflecting 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, with a deep understanding of end customer challenges related to operation and logistics.
- Good experience and knowledge of type C and type B seller and merchant logistics and supply chain challenges, with experience in resolving large-scale user issues.
- Excellent analytical, data-driven, problem-solving, and decision-making skills, with the ability to use data and metrics to drive actions and results.
Preferred Qualifications - Familiarity with logistics KPI metrics like volume, cost, on-time/breach rate, as well as customer metrics such as NPS and CR.
- Good understanding of the UK and EU merchant and e-commerce landscape.
- Understanding of logistics e-commerce marketplace operations and governance policy and 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.
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