2 jobs for "Customer Service ( Voice Process)"

TikTok Shop - Logistics Merchant Operations Manager, Spain & Italy (Chinese Speaker)

At TikTok - Madrid

Posted on Jul 2

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TikTok Shop - After-sales & Arbitration Automation Program Manager

At TikTok - Singapore

Posted on Jul 8

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TikTok

TikTok Shop - Logistics Merchant Operations Manager, Spain & Italy (Chinese Speaker)

Madrid, SpainOperationsPosted Jul 2, 2026

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Responsibilities

About The Team
The tech industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new experience to our users. We are looking for passionate and talented people to join our logistics operations team, together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.

We are looking for an experienced Operations Manager to lead and manage logistics operations in the Spanish & Italian market. This role will be responsible for end-to-end operational performance, including carrier management, service quality, cost control, and daily execution. The ideal candidate has strong experience in logistics or supply chain operations, is data-driven, and can work cross-functionally with internal and external stakeholders.

NOTE: Please submit your CV in English

Responsibilities
- Own the onboarding, adoption and long-term success of TikTok Shipping for strategic merchants in Spain & Italy.
- Develop a deep understanding of merchants' logistics operations, fulfillment models and business needs, and translate these into scalable operational solutions.
- Identify, recruit and onboard high-potential merchants, especially large sellers and high-volume warehouses, to accelerate TikTok Shipping adoption.
- Build trusted relationships with merchants and serve as the primary point of contact for logistics-related topics.
- Work closely with Product, Logistics Operations and Commercial teams to prioritize merchant requirements and improve the TikTok Shipping product and operational processes.
- Collect and analyze merchant feedback (Voice of Customer), identify pain points, and drive continuous improvements in merchant and buyer experience.
- Develop seller enablement materials, onboarding guides and best practices, and deliver training through webinars, workshops and merchant meetings.
- Monitor merchant adoption, operational performance and business metrics, providing regular reporting and actionable insights to internal stakeholders.

Qualifications

Minimum Qualifications
- 5+ years of experience in Merchant Operations, Seller Management, E-commerce Operations, Marketplace Operations or Account Management.
- Strong understanding of e-commerce logistics, fulfillment and supply chain operations.
- Demonstrated ability to understand merchant business models, identify operational pain points and drive adoption of new logistics solutions.
- Strong stakeholder management skills with the ability to collaborate effectively across Product, Operations, Commercial and external merchant teams.
- High Oral proficiency in English & Chinese due to the high volume of external vendors only speaking these languages and due to a high percentage of the market coverage being in China.

Responsibilities

Qualifications

Qualifications

Minimum Qualifications
- 5+ years of experience in Merchant Operations, Seller Management, E-commerce Operations, Marketplace Operations or Account Management.
- Strong understanding of e-commerce logistics, fulfillment and supply chain operations.
- Demonstrated ability to understand merchant business models, identify operational pain points and drive adoption of new logistics solutions.
- Strong stakeholder management skills with the ability to collaborate effectively across Product, Operations, Commercial and external merchant teams.
- High Oral proficiency in English & Chinese due to the high volume of external vendors only speaking these languages and due to a high percentage of the market coverage being in China.

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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