Shop - Logistics Service Excellence Program Manager

About the Team:

Logistics Service Excellence (LSE) is a global team that acts as a bridge between Tik Tok 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)

Requirements:

• 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