TikTok Shop - SOP Program Manager, Logistics Service Excellence

Responsibilities

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 the end-to-end design, documentation, and continuous optimization of scalable service SOPs across global logistics and aftersales journeys.
- Lead process optimization initiatives with Logistics Operations, Product, Engineering, and Policy teams to bridge process gaps, clarify ownership, and streamline cross-team handoff and escalation paths.
- Establish SOP governance frameworks and change management workflows to seamlessly translate policy, product, or business updates into operationally executable guidelines for BPO/vendors.
- Monitor SOP compliance and execution quality through operational audits, perform root-cause analysis on process deviations, and drive corrective actions with relevant stakeholders.
- Partner with Product and Engineering teams to embed SOP logic, handling workflows, decision trees, and automation rules into CRM systems and frontline-facing tools.
- Analyze key operational and cost metrics (CSAT, SLA, escalation rate, claims) and frontline feedback to evaluate SOP effectiveness and drive closed-loop structural process improvements.

Qualifications

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

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $115520 - $198360 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.

Responsibilities

Responsibilities

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 the end-to-end design, documentation, and continuous optimization of scalable service SOPs across global logistics and aftersales journeys.
- Lead process optimization initiatives with Logistics Operations, Product, Engineering, and Policy teams to bridge process gaps, clarify ownership, and streamline cross-team handoff and escalation paths.
- Establish SOP governance frameworks and change management workflows to seamlessly translate policy, product, or business updates into operationally executable guidelines for BPO/vendors.
- Monitor SOP compliance and execution quality through operational audits, perform root-cause analysis on process deviations, and drive corrective actions with relevant stakeholders.
- Partner with Product and Engineering teams to embed SOP logic, handling workflows, decision trees, and automation rules into CRM systems and frontline-facing tools.
- Analyze key operational and cost metrics (CSAT, SLA, escalation rate, claims) and frontline feedback to evaluate SOP effectiveness and drive closed-loop structural process improvements.

Qualifications

Qualifications

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