TikTok Shop - Logistics Merchant Solution Manager

TikTok Shop Supply Chain & Logistics team is seeking experienced talents. The team is dedicated to innovating and streamlining TikTok Shop's transportation network and this pivotal role is at the forefront of shaping scalable and efficient transportation strategies.

Responsibilities

• Develop and execute merchant operations strategies to improve logistics adoption, operational efficiency, and seller experience for TikTok Shop merchants.
• Collaborate closely with front-end e-Commerce teams, Product, Engineering, Logistics, Customer Support, Policy, Legal, and Finance to ensure logistics workflows and service capabilities are aligned with merchant needs.
• Own merchant-facing operating mechanisms, including onboarding workflows, requirement collection, SOP communication, FAQ materials, training documents, issue intake, escalation paths, and service adoption tracking.
• Translate merchant feedback and front-end team input into structured business requirements for logistics solutions, transportation operations, product capabilities, support processes, and policy improvements.
• Monitor and analyze merchant operations KPIs, including onboarding progress, logistics service adoption, issue volume, resolution timeliness, recurring pain points, and merchant satisfaction; identify opportunities for improvement and drive implementation.
• Coordinate end-to-end resolution for merchant-facing logistics issues, including pickup, fulfillment handoff, shipment flow, delivery tracking, returns, claims, and billing-related questions.
• Keep abreast of e-Commerce logistics trends, seller service practices, market operating requirements, and internal business priorities; continuously optimize merchant operations processes and service models.

Qualifications

Minimum Qualification(s)
- Bachelor’s degree or above, 5+ years of experience in merchant operations, seller operations, marketplace operations, e-Commerce operations, logistics operations, business operations, or supply chain management.
- Experience working directly with merchants, sellers, brands, account teams, front-end commercial teams, or cross-functional business partners.
- Strong analytical thinking and problem-solving skills, with the ability to identify patterns from merchant feedback, operational data, support tickets, and adoption metrics.
- Strong project management skills, including requirement clarification, issue tracking, owner alignment, stakeholder follow-up, and deadline management.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across business, operations, product, and external-facing teams.

Preferred Qualification(s)

• Master’s degree in Logistics, Supply Chain Management, Business, Operations Management, or a related field is preferred.
• Experience in cross-border e-commerce, marketplace logistics, fulfillment programs, seller services, merchant enablement, or complex logistics operations.
• Understanding of cross-border logistics operations, transportation networks, fulfillment processes, or merchant-facing logistics services is preferred.
• Experience creating merchant-facing enablement materials, training decks, FAQs, SOPs, or operational playbooks.