Shop - Fulfillment Experience Program Manager - Singapur, Singapore - TikTok

TikTok Singapur, Singapore

Found in: Talent SG C2 - 5 days ago

Description

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.Responsibilities1.

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 . 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.

Minimum Qualifications1. 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 Qualifications1.

Strengths in problem-solving, issue-resolution, working in a deadline-driven work environment, attention to detail, and multitasking.2. Strong sense of ownership, team-player mentality, and focus on delivering results to high standards.3. Experience in eCommerce or marketplace platforms is highly preferred.

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