Delivery Experience Program Manager, EMEA, Shop

Global Operations

Delivery Experience Program Manager, EMEA, TikTok Shop

Location

:

London

Employment Type

:

Regular

Job Code

:

A27230

Responsibilities

This role sits within the EMEA E-Commerce Governance and Experience team. This team is responsible for ensuring our marketplace is engaging, safe and trustworthy for not only users, but also sellers and creators. We 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'll use data and customer feedback to scope opportunities to strengthen seller governance policies to improve the delivery experience. You will build data driven business cases and work closely with our logistics partners and product teams to implement solutions on seller policies and seller tools.

To be successful in this role, you will need to have strong analytical, problem solving, planning and stakeholder management skills. You will need to value user satisfaction and work on policies, rules and systems to ensure sellers are able to deliver quality service for our customers.

Key Responsibilities Include:

• 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 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 (i.e late dispatch, invalid tracking rates etc)

Qualifications

Minimum Qualifications:

• 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)
• Experience in and understanding of customer fulfilment and delivery experience in e-Commerce.
• Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action
• Strong interpersonal and relationship-building skills. Ability to interact at all levels within the organisation and earn respect universally.
• Strong communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight

Preferred Qualifications:

• Proven experience working in a fast-paced environment e.g Start-up, Scale Up.
• Experience in data analytics, SQL or Python.
• Experience working in a fast paced, ambiguous and high growth environment.
• Ability to communicate across global teams and working cross functionally in a distributed working environment.

Job Information

About TikTok

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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

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We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

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Diversity & Inclusion

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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.