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Responsibilities
About TikTok
Read the overview of this opportunity to understand what skills, including and relevant soft skills and software package proficiencies, are required.
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.
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 buyers and marketplace sellers. Responsibilities vary from managing and optimizing the lead time, shipping fee, order status for buyer, also fulfilment performance metrics, rates and subsidies for the sellers, as well as working cross-functionally with other teams including user growth & governance & policy to identify and implement best practices and solutions.
Responsibilities
1. Introduce & 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. Conduct market research and benchmarking to identify best practices and trends in the industry.
2. 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.
3. Educate and communicate with sellers about new logistics solutions, policies, and enhancements that improve their experience. Support their understanding of the processes and help them achieve better delivery performance and customer satisfaction. Gather feedback to drive internal changes and enhancements for the platform and logistics service.
4. Monitor and analyze key performance indicators (KPIs) for both platform buyers and marketplace sellers such as delivery speed, accuracy, quality, and customer satisfaction.
5. Prepare and document business & 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 implemented solutions, reporting them to relevant stakeholders.
6. Collaborate with other teams, such as product, customer service, governance and experience, 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.
7. Negotiate and manage competitive rates, in line with other marketplaces, with internal financial stakeholders. Ensure 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 buyer & seller challenges related to operation & logistics.
- A willingness to travel and visit buyers & sellers as needed.
Preferred Qualifications
- Very familiar with logistics KPI matrix like volume, cost, on-time/breach rate, as well as customer metrics 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 creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
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