TikTok Shop - Logistics Service Excellence Program Manager
Core
Program Manager bridging TikTok Shop Logistics and Customer Service to ensure efficient handling of logistics issues and enhance user experience.
Role type
Program Manager (Logistics & Customer Service)
Builds
Standard operating procedures (SOPs), training materials, and support documentation for logistics issues.
Domain
E-commerce logistics and customer support operations
Deliverable
product features
Required skills
Program/project management, cross-functional stakeholder alignment, process improvement, data analysis, English and Spanish proficiency
Preferred skills
Logistics operations knowledge, process mapping, relationship management with Customer Service teams, dashboard utilization
Responsibilities
Act as liaison between product, operations, and customer service; serve as escalation point for logistics issues; conduct reports and case studies on service issues; establish standard processes and documentation; lead cross-functional projects; manage claims processes; support Mexico market growth.
Seniority
Mid-level, hands-on IC
