Responsibilities
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 teams, 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
Qualifications
Minimum Qualifications:
- Bachelor's degree or above, with at least 5 years of experience in logistics fulfillment or customer service.
- 3–5 years of experience in program or project management within the E-commerce or logistics service provider industry, ideally involving collaboration with logistics vendors and customer/seller support operations.
- Strong understanding of end-to-end logistics processes, with proven experience in driving user experience improvements or contact reduction initiatives, and delivering measurable results.
- Demonstrated experience working with cross-functional teams, aligning multiple stakeholders, and influencing outcomes without direct authority.
- Advanced proficiency in data analysis and using dashboards to track, monitor, and interpret trends effectively.
- Willingness to travel up to 25% of the time.
- Fluent in English, both written and spoken.
Preferred Qualifications:
- Strong adaptability to ambiguity and rapidly changing priorities.
- Prior experience in logistics and operations, with a strong understanding of warehouse functions and operational workflows.
- Hands-on experience in developing process maps, SOPs, and supporting documentation.
- Background working in a large international organization with a diverse workforce.
- Experience in managing relationships with logistics vendors.