TikTok Shop - Fulfilment Governance Program Manager, EMEA

TikTok; London; On-site; GBP 40,000 - 80,000

Job description

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Responsibilities

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.

This role sits within the EMEA E-Commerce Governance and Experience team. This team is responsible for ensuring our marketplace is engaging, safe and trustworthy for not only users, but also sellers and creators. We put the customer at the heart of our business and work on policies, rules, products and systems to ensure a best in class customer experience.

About the Role:
E-commerce's Governance and Experience team (GNE) guarantees that TikTok Shop is safe and trustworthy for users, sellers & creators on a global level. GNE continuously optimises governance programs for user experience and proactively updates seller policies to maintain a high bar on customer experience.

In this role, you'll use data and customer feedback to scope opportunities to strengthen seller governance policies to improve the delivery experience. You will build data driven business cases and work closely with our logistics partners and product teams to implement solutions on seller policies and seller tools.

To be successful in this role, you will need to have strong analytical, problem solving, planning and stakeholder management skills. You will need to value user satisfaction and work on policies, rules and systems to ensure sellers are able to deliver quality service for our customers.

Key Responsibilities Include:

1. Act as a subject matter expert for seller fulfilment/ delivery policies, focusing on influencing sellers to fulfil orders in a timely and reliable manner.
2. Implement governance process and policy improvements to drive efficient fulfilment services across the EMEA region.
3. Analyse data, identify key areas for improvement and translate into clear, concise, and impactful insights that inform the business strategy and project prioritization in the Business Requirements Document.
4. Triangulate findings and insights from across different sources to scope out key customer problems and collaborate with cross functional teams and key stakeholders to gather requirements, design best fit solutions, and negotiate project timelines and resources.
5. Produce and own the project plan for implementation, ensuring that all interdependencies are identified and tracked to schedule.
6. Manage go to market (GTM) to successfully launch new products and policies and track post launch impact.
7. Be the single point of contact for changes in governance policies in competitive industries, marketplaces and timely adjust governance plans according to industry changes and business needs.
8. Support data reporting and deep dives for key metrics related to fulfilment governance (i.e late dispatch, invalid tracking rates etc).

Qualifications

Minimum Qualifications
- 3+ years of experience in Strategy, Project or Program Management for Governance roles or E-Commerce Fulfilment, and Bachelor's degree or Master's degree (or equivalent practical experience)
- Experience in and understanding of customer fulfillment and delivery experience in e-Commerce.
- Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action
- Strong interpersonal and relationship-building skills. Ability to interact at all levels within the organisation and earn respect universally.
- Strong verbal and written communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight

Preferred Qualifications
- Experience in data analytics, SQL or Python.
- Experience working in a fast paced, ambiguous and high growth environment.
- Cross cultural communication and collaboration skills working cross functionally in a global working environment.

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