568 jobs for "Customer Experience"

Responsibilities

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. The Carrier Performance Manager is responsible for managing TikTok's external carrier network and driving end-to-end delivery quality and operational excellence. This role combines vendor management, performance analytics, and quality governance. It ensures carriers meet service, cost, compliance, and customer experience expectations while reducing defects such as loss, damage, delays, and exceptions.

The position works closely with Fulfillment Centers, First Mile, Line Haul, Middle Mile, DSP teams, Tech, Safety, and Customer Experience teams to build a reliable, efficient, and high-performing transportation network.

Key Responsibilities
1. Carrier Management & Delivery Performance Management
- Manage carrier performance across multiple regions.
- Monitor carrier KPIs including SLA compliance, on-time delivery performance, transit accuracy, cost efficiency, and customer impact metrics.
- Conduct weekly and monthly business reviews; drive action plans to improve carrier performance.
- Partner with carriers on capacity planning, operational ramp-up, contingency plans, and peak readiness.
- Build strong, accountable partnerships with carriers to ensure transparency and consistent operational results.

2. Quality Control & Exception Management
- Own quality performance metrics including delivery accuracy, defect rate, loss/damage rate, exception rate, aging&lost, and POD.
- Analyze quality defects across the network and lead root-cause investigations with carriers and internal teams.
- Develop standards and procedures for proper handover, scanning accuracy, handling processes, and customer delivery requirements.
- Partner with carriers to improve operational discipline, handling quality, and compliance with TikTok standards.

3. End-to-End Quality Governance (First Mile → Line Haul → Delivery → Returns)
- Work across the full logistics chain to align quality standards from pickup and induction through transportation and final delivery.
- Collaborate with FC outbound, line haul, and middle-mile operations to reduce upstream errors that impact carriers (e.g., mis-sort, incorrect labeling, handover discrepancies).
- Ensure consistent quality expectations and SOPs across all logistics nodes.

4. Process, System & Tool Optimization
- Collaborate with product and engineering teams to enhance transportation tools such as exception dashboards, carrier integrations, traceability systems, and quality reporting.
- Promote automation, data accuracy, and operational visibility across the carrier network.
- Provide structured feedback to inform product roadmap and operational process improvements.

5. Compliance, Safety & Policy Enforcement
- Ensure carrier adherence to TikTok's operational standards, safety requirements, data policies, and compliance frameworks.
- Work with Safety, Compliance, and Legal teams on audits, incident investigations, and corrective actions.
- Improve driver/handler standards and operational practices to uphold customer experience.

6. Reporting & Continuous Improvement
- Build and maintain dashboards tracking carrier performance, defect metrics, quality KPIs, and compliance indicators.
- Lead continuous improvement initiatives aimed at reducing defects, improving reliability, and optimizing cost and performance.
- Provide structured weekly/monthly reporting and insights to leadership.

Qualifications

Minimum Qualifications:
- Bachelor's degree in Supply Chain, Logistics, Business, Operations, or related field.
- 5+ years of experience in transportation operations, carrier management, quality management, or vendor management.
- Strong data analytics capabilities; ability to drive decisions based on KPI dashboards and operational insights.
- Proven ability to manage external partners and influence without direct authority.
- Experience in quality control, RCA, exception management, or logistics compliance; Excellent communication and cross-functional leadership skills.

Preferred Qualifications:
- Experience in e-commerce logistics or high-volume transportation networks strongly preferred.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $151050 - $258400 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

Qualifications

Qualifications

Minimum Qualifications:
- Bachelor's degree in Supply Chain, Logistics, Business, Operations, or related field.
- 5+ years of experience in transportation operations, carrier management, quality management, or vendor management.
- Strong data analytics capabilities; ability to drive decisions based on KPI dashboards and operational insights.
- Proven ability to manage external partners and influence without direct authority.
- Experience in quality control, RCA, exception management, or logistics compliance; Excellent communication and cross-functional leadership skills.

Preferred Qualifications:
- Experience in e-commerce logistics or high-volume transportation networks strongly preferred.

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 5,001 - 10,000 employees
Industry: Entertainment & Gaming

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