TikTok Shop - Fulfillment Governance Program Manager

Job description

E-commerce’s Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high-trust marketplace where every customer enjoys a seamless purchase experience. About the Role: We are seeking a data-driven professional to lead fulfillment governance, ensuring a best-in-class customer experience. This role focuses on proactively identifying risks, designing preventive controls, and driving cross-functional initiatives to improve fulfillment performance at scale. Responsibilities: - Analyze fulfillment operations and performance data to identify risks that may impact customer experience (e.g., delays, cancellations, SLA breaches). - Design and implement proactive seller governance policies and preventive controls to mitigate risks before they escalate. - Partner with cross-functional teams (Operations, Product, Logistics, Compliance) to implement governance frameworks and ensure effective adoption. - Drive alignment across stakeholders to operationalize solutions at scale. - Monitor performance metrics and conduct impact analysis to evaluate the effectiveness of governance strategies. - Continuously refine and optimize approaches based on data insights a...