About the team

Our Seller Experience, order and fulfillment team is dedicated to providing a seamless shopping experience for our users and empowering sellers to succeed on our platform. Our team plays a crucial role in ensuring efficient order processing and fulfillment operations for our sellers, driving growth and customer satisfaction.

As a program manager in this team, you will be responsible for overseeing the end-to-end order and fulfillment management process for our sellers on TikTok Shop. You will collaborate with cross-functional teams to optimize processes, resolve issues, and drive improvements to enhance the seller and customer experience.

Responsibilities:
- Develop and implement strategies & solutions to streamline seller order and fulfillment processes, ensuring efficiency, accuracy, and timeliness.
- Collaborate with product, engineering, and operations teams to define requirements and priorities for order management systems and tools.
- Serve as the primary point of contact for sellers regarding order-related inquiries, issues, and escalations, providing timely and effective resolutions and educations.
- Monitor key performance metrics and analyze data to identify trends, insights, and areas for improvement in order processing and fulfillment operations.
- Lead cross-functional projects and initiatives to address operational challenges, improve workflows, and enhance the seller and customer experience.
- Develop and deliver training materials and resources to educate sellers on order management best practices and platform features.

Qualifications

Minimum Qualifications:
- Strong understanding of order processing workflows, systems, and best practices in e-commerce operations.
- Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and drive data-driven decisions.
- Proven track record of managing cross-functional projects and driving process improvements in a fast-paced environment.
- Exceptional communication and stakeholder management skills, with the ability to collaborate effectively with internal and external partners.

Preferred Qualifications:
- Bachelor/Master degree in business, operations management, supply chain.
- 5 years of experience in business operations, or program management roles, with a focus on order management and fulfillment.
- Experience working with third-party logistics providers and managing vendor relationships is a plus.
- Passion for delivering an exceptional shopping experience for sellers on TikTok Shop.keholder management skills, with the ability to collaborate effectively with internal and external partners.

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 ecommerce.accommodations@tiktok.com.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $121600 - $232644 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.