Logistics Service Excellence Lead – EU CSAT & Ops

TikTok Inc.; Comunidad de Madrid; On-site; EUR 60,000 - 90,000; Full time

Job summary

TikTok Inc. in Madrid is seeking a Logistics Service Excellence Programme Manager to join our global logistics team.

You will drive continuous improvement of the customer and seller logistics experience across EU markets, leading standard process creation, SOPs, training and knowledge content, while partnering with product, operations and CS teams. You will build scalable logistics capabilities, develop reports and metrics like CSAT, and advocate for user-centric solutions to enhance service

Qualifications

• Bachelor's degree or above with 5+ years in e-commerce logistics fulfillment or customer service operations.
• Experience creating proactive and continuous improvement, delivering quantifiable results.
• Comfortable 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.
• Self-motivated with strong attention to detail in a fast-paced business environment.

Responsibilities

• Improve key service delivery metrics like CSAT and resolution rates by establishing standard processes.
• Act as a liaison between product, operations and CS to ensure seamless policy changes based on feedback and requirements.
• Conduct weekly/monthly reports and case studies on CS issues and develop actionable solutions.
• Create SOPs, training and help content related to logistics issues and products for team and CS.
• Serve as escalation point for CS on logistics-related issues.
• Lead experience projects by developing plans and initiatives across the logistics function.

Skills

Cross‑functional collaboration

Data analysis

Communication

Process improvement

Dashboards

Education

Bachelor's degree

Tools

Dashboards

Job description

TikTok Inc. in Madrid is seeking a Logistics Service Excellence Programme Manager to join our global logistics team.

You will drive continuous improvement of the customer and seller logistics experience across EU markets, leading standard process creation, SOPs, training and knowledge content, while partnering with product, operations and CS teams. You will build scalable logistics capabilities, develop reports and metrics like CSAT, and advocate for user-centric solutions to enhance service