TikTok Shop - Customer Experience Program Manager, Supply Chain & Logistics

Responsibilities

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.

The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users.

TikTok Shops Supply Chain & Logistics is seeking experienced talents. The team is dedicated to innovating and streamlining TikTok Shop's transportation network and this pivotal role is at the forefront of shaping scalable and efficient transportation strategies.

Responsibilities:
1. Develop and Manage Customer Experience Solutions:
- Design and implement solutions to uphold and improve customer experiences related to failed deliveries, deliveries not received, and lost packages.
- Lead the development and management of programs aimed at enhancing the efficiency and effectiveness of customer experience processes.
2. Stakeholder Alignment:
- Collaborate with internal teams such as Fulfillment Center Operations, Logistics Product, Seller Success, and Inventory Planning to ensure seamless implementation of customer experience solutions.
- Engage with the product team to align transportation solutions with business objectives and customer needs.
3. Performance Monitoring and Improvement:
- Monitor and analyze customer experience metrics to ensure high standards of satisfaction are met.
- Develop and implement strategies to optimize the customer experience process, ensuring efficiency and satisfaction.
4. Program Management:
- Lead and manage customer experience programs from ideation to execution, ensuring alignment with business objectives and timelines.
- Oversee the implementation of advanced transportation technologies to enhance operational capabilities.

Qualifications

Minimum Qualifications
- Bachelor’s Degree in Business Administration, Logistics, Supply Chain Management, or a related field.
- At least 5 years of experience in transportation, delivery process management, or customer experience roles within a logistics framework, with a demonstrated ability to lead and manage teams effectively.
Preferred Qualifications
- Strong Project Management skills.
- Excellent Problem-Solving skills.
- Demonstrated experience working with cross-functional teams to deliver integrated solutions.
- PMP certification preferred.

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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2

Job Information:

【For Pay Transparency】Compensation Description (annually)

The base salary range for this position in the selected city is $115466 - $215555 annually.​

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.​

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees: ​

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care. ​

Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability. ​

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.​