TikTok Shop - Fulfillment Experience Program Manager - Seattle

Responsibilities

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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.

To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.

Join us.

Governance and Experience (GNE) is a global team striving to achieve full customer satisfaction, promote a sustainable sales environment, and provide the perfect purchase experience.

The Experience Team is part of the GNE organization. Our mission is to deliver trustworthy and excellent experiences for every user of TikTok Shop.

Responsibilities

• Create and execute strategies to optimize the end-to-end customer fulfillment experience, ensuring timely and accurate order delivery.
• Lead cross-functional projects aimed at improving fulfillment processes, including logistics, inventory management, and customer service.
• Data Analysis : Analyze fulfillment data to identify trends, gaps, and opportunities for improvement, leveraging insights to drive actionable solutions.
• Continuously evaluate and enhance fulfillment processes to increase efficiency, reduce costs, and improve customer satisfaction.
• Work closely with internal teams (e.g., logistics, warehouse operations, customer service) and external partners (e.g., sellers) to ensure seamless operations.
• Establish and monitor key performance indicators (KPIs) to measure the success of fulfillment initiatives and drive continuous improvement.
• Manage and resolve high-profile customer escalations, ensuring prompt and satisfactory resolutions.
• Collect and analyze customer feedback related to fulfillment experiences, using insights to drive improvements and innovations.

Qualifications

Minimum Qualifications

Bachelor's degree in Business Administration, Supply Chain Management, Logistics, or a related field. A Master's degree or relevant certification (e.

g., PMP, Six Sigma) is a plus.

• Minimum of 5 years of experience in e-commerce, logistics, or supply chain management, with a proven track record of managing and improving fulfillment processes.
• Demonstrated experience leading cross-functional projects and managing multiple stakeholders to achieve project goals.
• Strong analytical skills with the ability to interpret complex data sets, identify trends, and make data-driven decisions.

Preferred Qualifications

• Exceptional written and verbal communication skills, with the ability to effectively present ideas and influence stakeholders at all levels.
• Strong customer-centric mindset with a commitment to delivering exceptional customer experiences.
• Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities and adapting to changing business needs.
• Strong organizational and time management skills, with the ability to manage competing priorities effectively

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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws.

If you need assistance or a reasonable accommodation, please reach out to us at https : / / shorturl.at / cdpT2