TikTok Shop - Logistics Operations Strategy & Service Excellence Manager

About the role

TikTok Shop logistics is a global team focused on enhancing service capabilities, customer service platforms, and logistics experiences.

Responsibilities

• Own service performance across logistics scenarios, focusing on improving seller experience and operational improvements
• Manage BPO/vendor operations, including SOP definition, quality standards, and performance monitoring (e.g., CSAT, SLA, resolution efficiency, cost efficiency)
• Drive seller experience operations, identifying pain points and implementing improvements to enhance seller satisfaction
• Design and optimize service processes and channels, improving end-to-end workflows and enabling scalable and efficient service delivery
• Partner with Product and Engineering teams to improve CRM systems and tools, simplify BPO handling workflows, and drive automation and efficiency gains
• Analyze key operational and cost drivers (e.g., compensation, claims, DNR), identify root causes, and drive improvements in both service quality and cost control

Qualifications

• Minimum 5+ years of experience in operations, logistics, e-commerce, or related fields
• Proven ability to own and improve service performance or operational metrics in a complex environment
• Strong problem-solving skills, with experience identifying root causes and driving structured improvements
• Experience working cross-functionally with Product, Engineering, and Operations teams
• Ability to drive end-to-end initiatives with clear ownership and accountability
• Experience using data to monitor performance, identify trends, and support decision-making

Preferred Qualifications

• Experience managing BPO/vendor operations, including performance management and quality improvement
• Experience in logistics, aftersales, or seller service operations, with understanding of end-to-end service flows
• Experience driving service experience and cost optimization initiatives (e.g., compensation control, claims, recovery improvement)
• Experience working with CRM systems, tooling, or automation, and partnering with Product/Engineering to improve workflows

About TikTok

TikTok is the leading destination for short-form mobile video. Our global headquarters are in Los Angeles and Singapore, with offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

We inspire creativity and bring joy. Our innovative product helps people authentically express themselves, discover, and connect. Our global, diverse teams make this possible. We strive to do great things with great people, leading with curiosity, humility, and a desire to make impact in a rapidly growing tech company. We are 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. Join us.

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. We are passionate about this and hope you are too.

TikTok Accommodation

The Company is committed to providing reasonable accommodations in its recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs, or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at this link.