TikTok Shop - CBT Operations & Seller Operations Manager - UK

Responsibilities

About the Team
The Supply Chain and Logistics team is responsible for providing reliable and scalable logistics solutions to support the growth of cross-border sellers in the UK.
We are looking for a CBT Operations & Seller Operations Manager to manage both CBT site operations and CBT seller operations, ensuring stable operational performance while improving seller onboarding, adoption and experience.

Responsibilities
Own day-to-day CBT operations across the UK network, including 11 sites.
Manage on-site operational performance, including parcel handover, scanning, sorting, dispatch, capacity, exception handling and operational compliance;
Establish site-level KPIs and SOPs, monitor operational performance and conduct root-cause analysis for service failures;
Coordinate with logistics providers and on-site teams to manage capacity, staffing, operational readiness and peak-period planning;
Drive continuous improvement across CBT sites to improve operational efficiency, lead time, parcel visibility and seller experience;
Own CBT seller operations, covering seller onboarding, operational education, issue resolution, logistics consultation and performance improvement;
Provide dedicated hyper-care support for approximately 1,600 sellers, while supporting an average of 40-50 newly onboarded sellers per week;
Analyse seller-level logistics performance and identify key blockers affecting CBT adoption, seller experience and order growth;
Build scalable onboarding, communication and support mechanisms to reduce repetitive seller issues and improve seller self-service capabilities;
Work closely with Account Management, Carrier Operations, Product, Governance and other cross-functional teams to resolve operational issues and support CBT growth;
Translate seller feedback and operational pain points into product, process and logistics capability improvements.

Qualifications

Minimum Qualifications
Bachelor's degree or above;
5+ years of experience in logistics operations, warehouse/site operations, seller operations or e-commerce operations;
Good understanding of parcel logistics operations including first mile, parcel handover, scanning, sorting, linehaul and last-mile delivery;
Strong operational execution and project management capabilities, with the ability to manage multiple sites and stakeholders simultaneously;
Strong seller communication and problem-solving skills;
Data-driven and able to identify operational issues through performance analysis.

Preferred Qualifications
Experience managing multi-site logistics or warehouse operations in the UK;
Experience working with cross-border e-commerce sellers;
Experience managing high-volume seller onboarding or seller hyper-care programs;
Experience working with UK parcel carriers or logistics service providers;
Able to travel within the UK for site visits and operational management.