E-commerce - Logistics Service Excellence Program Manager
São Paulo, Brazil
Why you should apply for a job to TikTok:
4.5/5 in overall job satisfaction
4.5/5 in supportive management
100% say women are treated fairly and equally to men
100% would recommend this company to other women
100% say the CEO supports gender diversity
Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.
#7525509589011695879
Position summary
- 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
- Lead projects - develop plans, facilitate meetings, coordinate cross-functional stakeholders, manage project timeline
- Work closely with a number of internal and external stakeholders to deliver various projects, or to escalate pending issues (CS, logistics teams, logistics service providers, product and business teams, data analytics)
- Collaborate closely with logistics teams to manage and submit claims, ensuring all parties are aligned and informed throughout the claims process
- Proactively identify improvement opportunities to enhance project outcomes
- Support the Brazil market as we grow our TTS presence
- Ability to travel (~25% of time)
Qualifications
Minimum Qualifications
- +3 years of experience with program/project management working in E-commerce, ideally interacting with Customer/Seller Support Operations
- Experience driving user experience improvement or contact reduction programs/projects, delivering quantifiable results
- Experience working with cross-functional teams, driving alignment with multiple stakeholders and influencing without authority
- Ability to adapt to ambiguity and quickly changing priorities
- Proficiency is English and Portuguese is required for the role
Preferred Qualifications
- Prior experience in logistics and operations, with a strong understanding of warehouse functions and knowledge of operational workflows
- Experience creating process maps, SOP, and other supporting documentation
- Experience working in a large international organization with a diverse workforce
- Experience managing a relationship with Customer Service teams (metrics/performance management, resource optimization, relationship building)
- Advanced knowledge of working with data and utilizing dashboards to track and analyze trends effectively
Why you should apply for a job to TikTok:
4.5/5 in overall job satisfaction
4.5/5 in supportive management
100% say women are treated fairly and equally to men
100% would recommend this company to other women
100% say the CEO supports gender diversity
Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.