TikTok Shop - Logistics Operations Strategy & Service Excellence Manager

Logistics Service Excellence (LSE) is a global team responsible for building and optimizing service capabilities across TikTok Shop logistics. The team focuses on developing customer service platforms, improving service experiences across logistics scenarios, and enhancing seller experience through operational and process improvements. We work closely with Logistics Operations, Product, and Engineering teams to design scalable solutions that improve service quality, operational efficiency, and overall seller experience.

Responsibilities

• Own service performance across logistics scenarios, with a focus on improving seller experience and driving continuous 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 across logistics and aftersales journeys, 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

Minimum Qualifications

• 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