TikTok Shop - Head of Delivery Experience, Logistics

Responsibilities include:

• Develop and implement strategic plans focused on building a seamless logistics experience for customers.
• Define the long-term organizational strategy for the Logistics Customer Experience team.
• Lead a team of 5 multi-functional professionals across strategy, analytics, solution design and go-to-market providing guidance, coaching, and support to ensure performance goals are met.
• Utilize data analytics to define how to measure and set performance targets for the end-to-end logistics customer experience across all fulfillment channels (TikTok Shipping, Fulfilled by TikTok, and Seller managed shipping).
• Own the design and implementation of solutions to solve customer painpoints, including writing Business Requirement Documents (BRDs), providing feedback during product development and leading the go-to-market for new product solutions.
• Serve as the Voice of the Customer in collaboration with cross-functional stakeholders in Governance, Product, Research & Development, Network Strategy, Category Management, and Operations.
• Foster a culture of continuous improvement, innovation, data-driven decision making and teamwork within the Logistics Customer Experience team.

Qualifications

Minimum Qualifications

• Bachelors degree in business, marketing, or equivalent.
• 5 years of experience in strategy, consulting, product or program management, solution design or related field.
• Strong leadership and management skills, with the ability to motivate and inspire a team to achieve performance goals.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with internal and external stakeholders.
• Experience going from problem identification, prioritization, design, and implementation.

Preferred Qualifications

• Masters degree in business or related field.
• Experience working on customer experience or in ecommerce.
• Supply chain experience a plus.