Global Logistics Service Excellence Manager

TikTok Inc.; Madrid; Sur place; EUR 75 000 - 95 000; Plein temps

Résumé du poste

TikTok is seeking a Logistics Service Excellence Programme Manager to join our global logistics team in Madrid. You will drive continuous improvement of customer and seller logistics and help build scalable capabilities to support TikTok Commerce across markets.

You will collaborate with product, operations, and customer service teams to implement standard processes, SOPs, and training content, while delivering regular insights and escalation support on logistics issues.

Qualifications

• Bachelor's degree or above in a relevant field.
• 5+ years experience in e-commerce logistics fulfillment or customer service operations.
• Proven ability to drive improvements using data and dashboards.
• Strong communication and coordination across teams.
• Ability to work in a fast-paced environment.

Responsabilités

• Improve CSAT and resolution rates by establishing standard processes.
• Liaise between product, operations, and customer service to align policies.
• Produce weekly/monthly reports and actionable solutions.
• Create SOPs, training, and help content for logistics issues.
• Serve as escalation point for CS on logistics issues.
• Lead cross-functional experience projects, coordinating timelines.

Connaissances

Continuous improvement

Cross-functional collaboration

Data analysis & dashboards

Effective communication

Formation

Bachelor's degree or above

Description du poste

TikTok is seeking a Logistics Service Excellence Programme Manager to join our global logistics team in Madrid. You will drive continuous improvement of customer and seller logistics and help build scalable capabilities to support TikTok Commerce across markets.

You will collaborate with product, operations, and customer service teams to implement standard processes, SOPs, and training content, while delivering regular insights and escalation support on logistics issues.