TikTok Shop - Logistics Experience & Seller Support Operations Manager - UK

Responsibilities

About the Team
The Supply Chain and Logistics team is responsible for building and operating a reliable, competitive and scalable logistics network in the UK. The team works closely with sellers, logistics service providers and internal business teams to continuously improve logistics performance, seller experience and customer experience.
We are looking for a Logistics Experience & Seller Support Operations Manager to own key operational programs across Northern Ireland operations, customer experience, reverse logistics and seller support. This role will also serve as a key logistics interface for different business verticals, translating business and seller needs into scalable operational solutions.

Responsibilities
- Own and continuously improve UK and Ireland logistics operations, including operational performance, remote-area service, additional charges, delivery exceptions and seller/customer experience;
- Own key logistics experience metrics including DNR, TNPS and CCR, identify major experience gaps through data analysis and seller/customer feedback, conduct root-cause analysis and drive cross-functional improvement plans;
- Manage reverse logistics and return operations, including return performance, seller experience, operational processes and exception management;
- Own GNE seller responsibility determination, logistics consultation and seller issue resolution, ensuring consistent judgement standards and efficient handling mechanisms;
- Act as the key logistics operations interface for front-end business teams and different industry verticals, consolidate logistics requirements and translate them into operational or product solutions;