Experteer Overview In this role you will enhance the customer and seller logistics experience for EU markets as part of the general Logistics Service Excellence team. You will drive standard processes, provide cross-functional support, and shape service quality through data-driven insights and documentation. You will lead experience projects and serve as the escalation point for logistics-related CS issues, with a focus on scalable, user-centric logistics capabilities for TikTok Commerce. This is an opportunity to influence policy integration and operational efficiency across product, operations, and customer service teams.

Compensaciones / Beneficios • Improve key service delivery metrics (CSAT, resolution rates) by establishing standard processes. • Act as liaison between product, operations, and customer service to integrate policy changes based on feedback.



• Produce weekly/monthly reports and case studies on customer service issues and develop actionable solutions. • Create SOPs, training, and help content for logistics issues and products for the team and CS. • Serve as escalation point for CS on logistics-related issues. • Lead experience projects: plan development, facilitate meetings, coordinate cross-functional stakeholders, manage timelines.

Responsabilidades • Bachelor's degree or above • 5+ years in e-commerce logistics fulfillment or customer service operations • Proven experience in proactive continuous improvement with measurable results • Strong cross-functional collaboration, stakeholder alignment, and influence without authority • Advanced data skills and ability to use dashboards to track trends

Requisitos principales •

📌 TikTok Shop - Logistics Service Excellence Program Manager (Madrid)
🏢 Tiktok
📍 Madrid