59 jobs for "Lead, Support Operations Excellence"

Responsibilities

Delivery team serves as a vital force of delivery operations in TikTok Shop. Excelling in precise, prompt delivery operations, our aim is to ensure every package reaches its destination safely and swiftly. Committed to customer satisfaction, we navigate challenges with the spirit of efficiency & collaboration, embodying TikTok Shop's dedication to excellence in every delivery.

- Manage attendance, scheduling, and daily readiness for GTL's self-owned (Lepas Kunci) driver workforce across Jabodetabek and Java.
- Deliver onboarding training and ongoing coaching for drivers to build discipline, safety awareness, and service quality.
- Monitor driver KPI performance and run daily, weekly, and monthly performance reviews, escalating gaps to the relevant owner.
- Investigate driver-related operational issues - SOP violations, absenteeism, incidents - and drive corrective/preventive actions through to closure.
- Maintain accurate driver records, administer warning letters (Surat Peringatan) with HR, and coordinate BPJS, insurance, and other driver administration.
- Own day-to-day vehicle status monitoring and inspection scheduling for the self-operated fleet, escalating maintenance needs to rental vendors.
- Execute against fleet and driver policy - safety standards, cost model, maintenance standards - set by the Linehaul Solutions team, escalating gaps or conflicts back to them.
- Coordinate with Operations, HSE, HR, and Recruitment to support fleet readiness and operational expansion.
- Run workplace safety improvement programs in partnership with relevant stakeholders.
- Build and lead the Fleet Management team (Supervisors and Operators), clarifying ownership, handoffs, and escalation paths for driver- and vehicle-related issues.

Qualifications

Minimum Qualification(s)
- Bachelor's degree in Business Administration, Logistics, or a related field.
- Proven experience in Middle Mile delivery operations, with a minimum of 3 years in a supervisory role.
- Proven project experience in driver management and behavioural management.
- Strong understanding of logistics principles and first mile & last-mile delivery processes.

Preferred Qualification(s)
- Excellent leadership and communication skills, with the ability to motivate and inspire a team.
- Experience in operations field & excellence topics other express logistics companies, preferably from Logistics companies.
- Strong problem-solving skills and independent in driving initiatives from ideation to completion.
- Strong personal skills. Willing to work closely with the operations team to execute changes.

Responsibilities

Qualifications

Qualifications

Minimum Qualification(s)
- Bachelor's degree in Business Administration, Logistics, or a related field.
- Proven experience in Middle Mile delivery operations, with a minimum of 3 years in a supervisory role.
- Proven project experience in driver management and behavioural management.
- Strong understanding of logistics principles and first mile & last-mile delivery processes.

Preferred Qualification(s)
- Excellent leadership and communication skills, with the ability to motivate and inspire a team.
- Experience in operations field & excellence topics other express logistics companies, preferably from Logistics companies.
- Strong problem-solving skills and independent in driving initiatives from ideation to completion.
- Strong personal skills. Willing to work closely with the operations team to execute changes.

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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