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Shop - Head of Customer Experience, Logistics
3 months ago
TikTok Shop - Head of Customer Experience, Logistics
Seattle
Regular
Operations
Job ID: A242369
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. Why TikTok Shop The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated.
With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. TikTok Shop Supply Chain and Logistics organization is seeking a leader for the US Logistics' Customer Experience team who will be responsible for building our logistics experience strategy and driving solutions from concept to implementation. You will play a critical role in defining the logistics customer experience, measuring the experience, identifying opportunities to improve and leading cross-functional teams in building logistics experiences that are seamless for customers.
Responsibilities include:
- Develop and implement strategic plans focused on building a seamless logistics experience for customers.
- Define the long-term organizational strategy for the Logistics Customer Experience team.
- Lead a team of 5 multi-functional professionals across strategy, analytics, solution design and go-to-market providing guidance, coaching, and support to ensure performance goals are met.
- Utilize data analytics to define how to measure and set performance targets for the end-to-end logistics customer experience across all fulfillment channels (TikTok Shipping, Fulfilled by TikTok, and Seller managed shipping)
- Own the design and implementation of solutions to solve customer painpoints, including writing Business Requirement Documents (BRDs), providing feedback during product development and leading the go-to-market for new product solutions
- Serve as the Voice of the Customer in collaboration with cross-functional stakeholders in Governance, Product, Research & Development, Network Strategy, Category Management, and Operations
- Foster a culture of continuous improvement, innovation, data-driven decision making and teamwork within the Logistics Customer Experience team.
Qualifications
Minimum Qualifications
- Bachelors degree in business, marketing, or equivalent
- 5 years of experience in strategy, consulting, product or program management, solution design or related field
- Strong leadership and management skills, with the ability to motivate and inspire a team to achieve performance goals.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with internal and external stakeholders.
- Experience going from problem identification, prioritization, design, and implementation
Preferred Qualifications
- Masters degree in business or related field
- Experience working on customer experience or in ecommerce
- Supply chain experience a plus
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
Job Information
The base salary range for this position in the selected city is $ $334400 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.
Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:
We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.
Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
