Tiktok Shop

Responsibilities
About TikTok
TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa.
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
About
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates.With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.
About the team
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Global eXperience Center (GXC) is part of the GNE organization and aligned with GNE organization direction, which is to build a customer-centric organization. As a global experience center, we will strengthen our global capabilities to enable business success and empower our regional teams with global expertise, policies, tools, and frameworks.
We are looking for a Fulfillment Experience Program Manager who will focus on the overall order fulfillment experience, and develop data-driven strategies to drive improvements in this regard.
Responsibilities
1. Develop a clear goal to create a competitive fulfillment experience in markets by stages.
2. Manage and develop order fulfillment experience and customer trust portfolios for TikTok Ecommerce's global markets.
3. To optimise and manage logistics fulfillment indicators (on-time delivery, breach/failure rate etc.).
4. Collaborate with cross-functional teams to design programs aimed at improving the buyer experience and producing business requirement documents.
5. Analyze and monitor key metrics, engage with relevant stakeholders, and introduce new initiatives to drive change; develop and implement best practices/SOPs across regions.
6. Work closely with customer service teams to investigate and summarize customer contacts and drive improvement in resolutions.
7. Investigate current business processes to determine the root cause of various business challenges, develop solutions and see through implementation.
8. Build dashboards for fulfillment abnormalities and logistics monitoring to provide all internal stakeholders with a holistic view to drive resonance across functional teams.

**Qualifications**:
Minimum Qualifications
1. BA/BS degree or an equivalent level of practical experience.
2. Minimum 5+ years business experience in service and experience field.
3. Excellent understanding of e-commerce fulfillment parcel flows and back-end processes.
4. Demonstrated passion for customers and partners, along with proficiency in developing and implementing experience-related KPIs and other measures.
5. Expertise in project design, communication skills, delivering results, and managing changes.
6. Ability to balance experience and growth, drive planning and execution of initiatives across a global organization, and effectively work cross-group, cross-level, and with all management levels.
7. Capacity to advocate and influence without direct authority, navigate through ambiguity and fast-changing environments, and excel in a matrix environment.
8. Proven track record of managing complex data analytics and related business metrics.
9. Strong analytical and quantitative skills, with the ability to use hard data and metrics to support assumptions, recommendations, and driving actions.
Preferred Qualifications
1. Strengths in problem-solving, issue-resolution, worki