Job description

Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

Governance and Experience (GNE) is a global team striving to achieve full customer satisfaction, promote a sustainable sales environment, and provide the perfect purchase experience. The Experience Team is part of the GNE organization. Our mission is to deliver trustworthy and excellent experiences for every user of TikTok Shop. Our team is looking for a Fulfillment Experience Lead for the US region to lead the Customer and Seller Fulfillment Experience to make sure we prioritize all their needs and ensure a seamless fulfillment experience.

Responsibilities

• Connect with corporate functional teams and collaborate with regional leadership teams and key market service delivery leaders to provide counsel and guidance on designing customer and partner fulfillment experience strategies, which align with global strategies and the latest eCommerce experience trend.
• Own fulfillment experience roadmap for all business models.
• Develop clear goals to create a competitive fulfillment experience for both customers and sellers.
• Own strategy for new fulfillment models and channels including cross-border fulfillment.
• Act as an advisor to the leadership team providing them a holistic view of their business imperatives, both experience product and customer feedback trends to formulate customer-centric decisions.
• Voice of Customer and seller experience - Be accountable for the customer response and escalation processes for fulfillment-related issues to drive down customer contacts. Drive necessary changes to demonstrate commitment and passion for our customers and partners.
• Customer insight - Drive improvements based on fulfillment CSAT findings. Do industry research and competitive analysis and share the findings across business teams. Develop spot survey and scenario-based light survey to get an understanding of customers' pain points, identify critical gaps, and list improvement plans.
• Proactively engage Governance and Experience internal functions, such as Service Delivery, Operations, Process, Quality, Training, and SOP to drive improvement efforts.

Qualifications

• BA/BS/MBA degree or equivalent practical experience.
• 5+ years of fulfillment experience operating, managing, and delivering results in a services/product organization role with end-to-end business ownership.
• Passion for customers and partners and effective at designing and implementing experience KPIs and other measures.
• Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management.
• Able to navigate through ambiguity and a fast-changing environment, proven track record to thrive in a matrix environment.
• Experience managing complex data analytics and related business metrics.
• Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, and recommendations, and drive actions.
• Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at kara.lawler@bytedance.com
Job Information
The base salary range for this position in the selected city is $132000 - $241200 annually.

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Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

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At ByteDance/TikTok our benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support ByteDancers to give their best in both work and life. We offer the following benefits to eligible employees:

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We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

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Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off(PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

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We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

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