TikTok Shop - Logistics Operations Strategy & Service Excellence Manager

TikTok
Seattle
Full timeFunction: Supply Chain & LogisticsExperience: 5+ yearsSkills: ["Problem-solving","Cross-functional collaboration","Operational ownership","Data-driven decision-making","Accountability"]

Own and improve service performance across TikTok Shop logistics scenarios to enhance seller experience. Lead and optimize BPO/vendor operations through SOPs, quality standards, and KPI monitoring (CSAT, SLA, resolution and cost efficiency). Drive end-to-end service process improvements, partner with Product and Engineering to enhance CRM and tooling, and analyze operational/cost drivers to identify root causes and deliver scalable, efficient service delivery.

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FursaFursa
TikTok
TikTok
1 month ago

TikTok Shop - Logistics Operations Strategy & Service Excellence Manager

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Own and improve service performance across TikTok Shop logistics scenarios to enhance seller experience. Lead and optimize BPO/vendor operations through SOPs, quality standards, and KPI monitoring (CSAT, SLA, resolution and cost efficiency). Drive end-to-end service process improvements, partner with Product and Engineering to enhance CRM and tooling, and analyze operational/cost drivers to identify root causes and deliver scalable, efficient service delivery.
Location: Seattle
Employment Type: Full time
Job Function: Supply Chain & Logistics
Seniority: Manager level

Key Responsibilities

  • •Own service performance across logistics scenarios, focusing on improving seller experience and continuous operational improvements.
  • •Manage BPO/vendor operations, including SOP definition, quality standards, and performance monitoring using KPIs like CSAT and SLA.
  • •Drive seller experience operations by identifying pain points across logistics and aftersales journeys and implementing improvements to increase satisfaction.
  • •Design and optimize service processes and channels to improve end-to-end workflows and enable scalable, efficient service delivery.
  • •Partner with Product and Engineering to improve CRM systems and tools, simplify BPO handling workflows, and drive automation and efficiency gains.

Key Requirements

  • •5+ years of experience in operations, logistics, e-commerce, or related fields.
  • •Ability to own and improve service performance or operational metrics in complex environments.
  • •Strong problem-solving skills, including identifying root causes and driving structured improvements.
  • •Cross-functional experience with Product, Engineering, and Operations teams.
  • •Experience using data to monitor performance, identify trends, and support decision-making.
Experience:5+ yearsE-commerceLogisticsOperationsSeller serviceVendor managementBPO
Skills:Problem-solvingCross-functional collaborationOperational ownershipData-driven decision-makingAccountability
Tech Stack:CRM systemsAutomation

Company Brief

TikTok
Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.
Industry: Digital Media
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Singapore, Singapore
Founded: 2016
WebsiteLinkedIn