TikTok Shop - Logistics Service Excellence Program Manager

About the TeamLogistics Service Excellence (LSE) is a global team that acts as a bridge between TikTok Shop Logistics teams and Customer Service (CS). We act as Subject Matter Experts for the Customer Service team for logistics-related issues, cooperating with them on a number of initiatives to ensure they are able to correctly and efficiently handle logistics issues (SOPs, training, coaching, new launch support). On the logistics-side, we bring buyer/seller insights to our business and product teams, and advocate for the best possible user experience with our platform and services. Responsibilities
- Act as a liaison between product team, operations teams, and customer service, ensuring seamless integration of policy changes based on customer feedback and operational requirements
- Serve as an escalation point for CS for logistics-related issues
- Responsible for conducting weekly/monthly reports and case studies on customer service issues and developing actionable solutions ...