Global CX & Fulfilment Program Lead

TikTok; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

TikTok is hiring a Customer Experience Program Manager, Fulfilment to join the GNE team in Singapore. You will shape safe and trusted interactions across our global e-commerce ecosystem, work with logistics partners to implement customer-centric solutions, and drive improvements in delivery-related product features, customer service, and communications.

The role requires strong analytical and planning skills, stakeholder management, and the ability to operate across product, engineering, and

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. Ability to interact at all levels within the organisation and earn respect universally.
• Strong communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insights.

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

Strategy

Project Management

Program Management

Customer Experience

Education

Bachelor's degree or higher

Tools

SQL

Python

Job description

TikTok is hiring a Customer Experience Program Manager, Fulfilment to join the GNE team in Singapore. You will shape safe and trusted interactions across our global e-commerce ecosystem, work with logistics partners to implement customer-centric solutions, and drive improvements in delivery-related product features, customer service, and communications.

The role requires strong analytical and planning skills, stakeholder management, and the ability to operate across product, engineering, and