TikTok Shop - Logistics Service Excellence Program Manager

TikTok; 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 Shop - Logistics Service Excellence Program Manager

Location

Madrid

Employment Type

Regular

Job Code

A117807

Responsibilities

The Supply Chain and Logistics team builds the capabilities that support business growth and global operations. We provide business planning, operational insights, and logistics strategy support to help teams and partners operate efficiently across markets.As the business scales globally, we take on complex, business-critical challenges across network design, operational efficiency, service quality, and the differing needs of each local market, work that strengthens partner experiences and supports sustainable growth.You will help build scalable logistics capabilities that support TikTok Commerce across global markets.We are looking for a Logistics Service Excellence Programme Manager to join our global logistics team, responsible for continuously improving the customer and seller logistics experience in EU markets. Logistics Service Excellence (LSE) is a global team that provides cross-functional support between the TikTok Shop Logistics team and Service & Support Center Team. We act as subject matter experts for the customer service team for logistics-related issues through providing new launch support, knowledge sharing, process creation, and satisfaction analysis. On the logistics side, we prepare buyer and seller insights to key stakeholders in the business, operation, and product teams, advocating for the best possible user experience with our platform and services.

• Responsible for improving key service delivery metrics like CSAT and resolution rates via helping establish standard processes.
• Act as a liaison between product teams, operations teams and customer service, ensuring seamless integration of policy changes based on customer feedback and operational requirements
• 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
• Serve as an escalation point for CS for logistics related issues
• Lead experience projects - develop plans, faciliti...

Qualifications

Minimum Qualifications

• Bachelor's degree or above, 5+ years of experience 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 through strong communication and coordination skills
• Advanced knowledge of working with data and utilizing dashboards to track and analyze trends effectively
• Self-motivated attitude with strong attention to detail who strives in a fast-paced business

Preferred Qualifications

• Working knowledge of platform logistics processes.
• Able to handle disputes and escalations in a neutral data-driven manner.
• Ability to contribute to logic-driven process maps, SOPs, and other supporting documentation
• A proactive and customer-centric attitude, with the ability to work independently and as part of a team.

Job Information

About TikTok

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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect - and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

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.

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