Fulfilment Governance Program Manager, Governance

3 weeks ago

London, Greater London, United Kingdom TikTok Full time
Job Summary

TikTok is the leading destination for short-form mobile video. As a Fulfilment Governance Program Manager, you will play a key role in ensuring a best-in-class customer experience across the EMEA region. You will use data and customer feedback to scope opportunities to strengthen seller governance policies and improve the delivery experience.

Key Responsibilities
  1. Act as a subject matter expert for seller fulfilment/delivery policies, focusing on influencing sellers to fulfil orders in a timely and reliable manner.
  2. Implement governance process and policy improvements to drive efficient fulfilment services across the EMEA region.
  3. Analyse data, identify key areas for improvement, and translate into clear, concise, and impactful insights that inform the business strategy and project prioritization.
  4. Triangulate findings and insights from across different sources to scope out key customer problems and collaborate with cross-functional teams and key stakeholders to gather requirements, design best-fit solutions, and negotiate project timelines and resources.
  5. Produce and own the project plan for implementation, ensuring that all interdependencies are identified and tracked to schedule.
  6. Manage go-to-market (GTM) to successfully launch new products and policies and track post-launch impact.
  7. Be the single point of contact for changes in governance policies in competitive industries, marketplaces, and timely adjust governance plans according to industry changes and business needs.
  8. Support data reporting and deep dives for key metrics related to fulfilment governance.
Requirements

Minimum Qualifications:
  1. 3+ years of experience in Strategy, Project, or Program Management for Governance roles or E-Commerce Fulfilment, and Bachelor's degree or Master's degree (or equivalent practical experience).
  2. Experience in and understanding of customer fulfilment and delivery experience in e-Commerce.
  3. Strong interpersonal and relationship-building skills.
  4. Experience in data analytics, SQL, or Python.

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