Global CX & Fulfillment Programs Lead

TikTok Pte. Ltd.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

TikTok Pte. Ltd. is seeking a data-driven professional to join the Global E-Commerce Governance and Experience (GNE) team in Singapore.

The role focuses on improving delivery experience, customer fulfilment, and policy implementation through cross-functional collaboration with logistics, product, and legal teams. You will analyze data, develop business cases, and design customer-centric solutions, while coordinating timelines and resources across stakeholders.

Qualifications

• 3+ years of experience in Strategy, Project or Program Management for Customer Experience or e-Commerce Fulfilment Experience and Bachelor's degree or Master's degree (or equivalent practical experience)
• Experience in and understanding of customer fulfilment and delivery experience in e-Commerce.
• Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action.
• Strong interpersonal and relationship-building skills.

Responsibilities

• Analyse data, identify key areas for improvement and translate into clear, concise, and impactful solution insights that inform the business strategy and project prioritization in the Business Requirements Document.
• Triangulate findings and insights from across different sources to scope out key customer problems and collaborate with cross functional teams and key stakeholders to gather requirements, design solutions, and negotiate project timelines and resources.
• Produce and own the project plan for implementation, ensuring that all interdependencies are identified and tracked to schedule.
• Manage go-to-market (GTM) to successfully launch new products and policies and track post launch impact.
• Act as an SME in Customer Fulfilment Experience, providing feedback to internal stakeholders (in Logistics and Governance) on key delivery experience gaps and priorities.
• Advocate for the customer's best interest and align cross-functional stakeholders, including marketing, product, logistics, sales, and management to deliver initiatives to improve customer satisfaction and retention.
• Support the development of the CX team's internal data insights tools and knowledge base to build organizational capacity.

Skills

Analytical skills

Quantitative skills

Interpersonal skills

Communication skills

Stakeholder management

Education

Bachelor's or Master's degree in a relevant field

Tools

SQL

Python

Job description

TikTok Pte. Ltd. is seeking a data-driven professional to join the Global E-Commerce Governance and Experience (GNE) team in Singapore.

The role focuses on improving delivery experience, customer fulfilment, and policy implementation through cross-functional collaboration with logistics, product, and legal teams. You will analyze data, develop business cases, and design customer-centric solutions, while coordinating timelines and resources across stakeholders.