TikTok Shop - Logistics Service Expert (Vietnam E-Commerce)

Logistics 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 Seller's experience of 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 product). 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

• Responsible for improving key service delivery metrics like CSAT, resolution rate via helping establish standard processes, and creating SOPs, training, conducting weekly reports and case studies on customer service issues and developing actionable solutions to enhance service quality and efficiency.
• Act as a liaison between product teams, operations teams, and customer service, ensuring seamless integration of policy changes based on customer feedback and operational requirements.
• Experience insight: Responsible for conducting experience insight analysis via customer enquiry data and deep diving into cases, and proactively identify improvement opportunities and work closely with a number of internal and external stakeholders to improve logistics experience improvement with focus on seller side.
• Lead projects - develop plans, facilitate meetings, coordinate cross-functional stakeholders, manage project timeline.
• Escalation processing: Serve as an escalation point for CS for logistics-related issues and help content documentation related to our logistics issues and products for our team and CS.

Qualifications

Minimum Qualification(s)

• Experience: Bachelor's degree or above, with 3+ years in customer service, experience improvement, or program/project management within e-Commerce or logistics service providers.
• Domain Expertise: Deep understanding of end-to-end logistics operations, with a proven record of leading user experience improvement or contact-reduction initiatives that delivered measurable, quantifiable business results.
• Stakeholder Management: Demonstrated ability to drive alignment across cross-functional teams and influence without authority in a complex, multi-stakeholder environment.
• Analytical Rigor: Advanced data proficiency, with hands-on experience building and leveraging dashboards to track performance, analyze trends, and inform decisions.
• Mindset: Thrives under ambiguity and rapidly shifting priorities; moves fast, takes ownership, and adapts with composure in a high-velocity environment.
• Travel: Willing and able to travel approximately 25% of the time.
• Language: Business-level fluency in both English and Mandarin is required, as key stakeholders for this role are based in Mainland China.

Preferred Qualification(s)

• Operations Background: Prior experience in customer service and logistics operations, with a strong command of last-mile and delivery operations.
• Process Excellence: Track record of creating process maps, SOPs, and operational documentation that standardize workflows at scale.
• Global Exposure: Experience operating in a large, international organization with a diverse, multi-market workforce.
• Partnership Management: Proven experience managing and deepening relationships with key stakeholders and external partners.