TikTok Shop - Last Mile Operations Manager, Carrier Management

Responsibilities

• Manage day-to-day operations with last mile delivery partners and carriers
• Monitor carrier performance, including delivery success rate, on-time delivery, aging, damage/loss, and customer complaints
• Conduct regular operational reviews and performance meetings with carriers
• Ensure carriers comply with SOPs, service requirements, and operational standards
• Coordinate with internal teams including Operations, Planning, Customer Service, Procurement, and Finance
• Support daily shipment monitoring and resolve operational exceptions in a timely manner
• Drive issue escalation management and corrective action follow-up with carriers
• Support peak season planning and carrier capacity management

KPI & Performance Management

• Track and analyze carrier KPIs and operational metrics
• Prepare weekly/monthly performance reports and business reviews
• Identify operational gaps and propose improvement plans to enhance service quality and reduce costs
• Support continuous optimization of delivery network and carrier allocation strategy

Relationship Management

• Build and maintain strong working relationships with carrier partners
• Support carrier onboarding, training, and operational alignment
• Capture rate discussions and support contract/service compliance management

Qualifications

• Minimum qualifications: Bachelor’s degree in Supply Chain, Logistics, Business, or a related field preferred; 2+ years of experience in logistics, transportation, e-commerce operations, or last-mile delivery/carrier management; strong analytical and problem-solving skills, with experience in KPI tracking and performance analysis; excellent communication and stakeholder management skills in cross-functional environments; proficient in Excel/Google Sheets, with the ability to manage multiple priorities in a fast-paced setting
• PREFERRED qualifications: Experience working with carriers such as FedEx, UPS, USPS, regional carriers, or 3PLs; experience in e-commerce fulfillment or marketplace logistics; familiarity with SLA management and transportation cost optimization

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.

Why Join Us

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.

Diversity & Inclusion

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.