Responsibilities
About the Team
Logistics Service Excellence (LSE) is a global team that acts as a bridge between TikTok Shop Logistics teams and Customer Service (CS). We act as Subject Matter Experts for the Customer Service team for logistics-related issues, cooperating with them on a number of initiatives to ensure they are able to correctly and efficiently handle logistics issues (SOPs, training, coaching, new launch support). On the logistics-side, we bring buyer/seller insights to our business and product teams, and advocate for the best possible user experience with our platform and services.
Responsibilities
- Act as a liaison between product team, operations teams, and customer service, ensuring seamless integration of policy changes based on customer feedback and operational requirements
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- Serve as an escalation point for CS for logistics-related issues
- Responsible for conducting weekly/monthly reports and case studies on customer service issues and developing actionable solutions to enhance service quality and efficiency
- Help establish standard processes, and create SOPs, Training, and Help content documentation related to our logistics issues and products for our team and CS
- Lead projects - develop plans, facilitate meetings, coordinate cross-functional stakeholders, manage project timeline
- Work closely with a number of internal and external stakeholders to deliver various projects, or to escalate pending issues (CS, logistics teams, logistics service providers, product and business teams, data analytics)
- Collaborate closely with logistics teams to manage and submit claims, ensuring all parties are aligned and informed throughout the claims process
- Proactively identify improvement opportunities to enhance project outcomes
- Support the LATAM (Mexico) market as we grow our TikTok Shop presence
Qualifications
Minimum Qualifications
- 1-3 years of experience with program/project management working in E-commerce, ideally interacting with Customer/Seller Support Operations
- Experience driving user experience improvement or contact reduction programs/projects, delivering quantifiable results
- Experience working with cross-functional teams, driving alignment with multiple stakeholders and influencing without authority
- Advanced knowledge of working with data and utilizing dashboards to track and analyze trends effectively
- Ability to adapt to ambiguity and quickly changing priorities
- Ability to travel (~25% of time)
- Bilingual in Spanish and English to support the LATAM (Mexico) market as we grow our TikTok Shop presence
Preferred Qualifications
- Prior experience in logistics and operations, with a strong understanding of warehouse functions and knowledge of operational workflows
- Experience creating process maps, SOP, and other supporting documentation
- Experience working in a large international organization with a diverse workforce
- Experience managing a relationship with Customer Service teams (metrics/performance management, resource optimization, relationship building)
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $98040 - $171422 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.