Logistics Experience Manager at TikTok
2 weeks ago
About the Role
TikTok is seeking an experienced Logistics Experience Manager to join our Supply Chain and Logistics team. The successful candidate will be responsible for improving the logistics experience for our platform buyers and marketplace sellers.
Responsibilities
- Manage and optimize the lead time, shipping fee, and order status for buyers, as well as fulfilment performance metrics, rates, and subsidies for sellers.
- Work cross-functionally with other teams, including user growth, governance, and policy, to identify and implement best practices and solutions.
- Introduce and 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, and conducting market research to identify best practices and trends in the EU market.
- Provide 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.
- Educate and communicate with sellers about new logistics solutions, policies, and enhancements to improve their experience.
- Monitor and analyze key performance indicators (KPIs) for both platform buyers and marketplace sellers, such as delivery speed, accuracy, quality, and customer satisfaction.
- Prepare and document business and 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.
- Negotiate and manage competitive rates with internal financial stakeholders, ensuring that rates are transparent and fair for buyers and sellers.
Qualifications
Minimum Qualifications:
- 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 end customer challenges related to operation and logistics.
- Good experience and knowledge of type C and type B seller and merchant logistics and supply chain challenges, with experience in resolving large-scale user issues.
Preferred Qualifications:
- Familiarity with logistics KPI metrics like volume, cost, on-time/breach rate, as well as customer metrics such as NPS and CR.
- Good understanding of the UK and EU merchant and e-commerce landscape.
- Understanding of logistics e-commerce marketplace operations and governance policy and user growth.
- Strong communication, negotiation, and interpersonal skills, with the ability to build and maintain positive relationships with internal and external stakeholders.
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.
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