Global Operations

Logistics Service & Experience Specialist (Indonesia E-Commerce) - TikTok Shop

Location
:

Jakarta

Employment Type
:

Regular

Job Code
:

A245780

Responsibilities

About the Team
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 Customer Service team for 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 support). 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:

• 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
• Serve as an escalation point for CS for logistics-related issues
• Responsible for conducting weekly/monthly reports and case studies on customer service issues and developing actionable solutions to enhance service quality and efficiency
• Help establish standard processes, and create SOPs, Training, and Help content documentation related to our logistics issues and products for our team and CS
• Lead projects - develop plans, facilitate meetings, coordinate cross-functional stakeholders, manage project timeline
• Work closely with a number of internal and external stakeholders to deliver various projects, or to escalate pending issues (CS, logistics teams, logistics service providers, product and business teams, data analytics)
• Collaborate closely with logistics teams to manage and submit claims, ensuring all parties are aligned and informed throughout the claims process
• Proactively identify improvement opportunities to enhance project outcomes

Qualifications

Minimum Qualifications:

• Bachelor’s degree or above, with at least 5 years of experience in logistics fulfillment or customer service.
• 3–5 years of experience in program or project management within the E-commerce or logistics service provider industry, ideally involving collaboration with logistics vendors and customer/seller support operations.
• Strong understanding of end-to-end logistics processes, with proven experience in driving user experience improvements or contact reduction initiatives, and delivering measurable results.
• Demonstrated experience working with cross-functional teams, aligning multiple stakeholders, and influencing outcomes without direct authority.
• Advanced proficiency in data analysis and using dashboards to track, monitor, and interpret trends effectively.
• Willingness to travel up to 25% of the time.
• Fluent in English, both written and spoken.

Preferred Qualifications:

• Strong adaptability to ambiguity and rapidly changing priorities.
• Prior experience in logistics and operations, with a strong understanding of warehouse functions and operational workflows.
• Hands-on experience in developing process maps, SOPs, and supporting documentation.
• Background working in a large international organization with a diverse workforce.
• Experience in managing relationships with logistics vendors.

Job Information

About TikTok

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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

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We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

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Diversity & Inclusion

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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.