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.