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Shop Fulfilment Governance Program Manager
2 months ago
Join TikTok, the leading destination for short-form mobile video, as we seek a skilled Shop Fulfilment Governance Program Manager to join our EMEA E-Commerce Governance and Experience team.
About the RoleWe put the customer at the heart of our business and work on policies, rules, products, and systems to ensure a best-in-class customer experience. In this role, you will use data and customer feedback to scope opportunities to strengthen seller governance policies to improve the delivery experience.
Key Responsibilities- Act as a subject matter expert for seller fulfilment/delivery policies, focusing on influencing sellers to fulfil orders in a timely and reliable manner.
- Implement governance process and policy improvements to drive efficient fulfilment services across the EMEA region.
- Analyse data, identify key areas for improvement, and translate into clear, concise, and impactful insights that inform the business strategy and project prioritization in the Business Requirements Document.
- 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.
- Produce and own the project plan for implementation, ensuring that all interdependencies are identified and tracked to schedule.
- Manage go-to-market (GTM) to successfully launch new products and policies and track post-launch impact.
- 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.
- Support data reporting and deep dives for key metrics related to fulfilment governance.
We are looking for a candidate with:
- 3+ years of experience in Strategy, Project, or Program Management for Governance roles or E-Commerce Fulfilment, and a Bachelor's degree or Master's degree (or equivalent practical experience).
- Experience in and understanding of customer fulfilment and delivery experience in e-Commerce.
- Strong interpersonal and relationship-building skills.
- Experience in data analytics, SQL, or Python.
