TikTok Shop - Last Mile Solutions Manager

Responsibilities Team Overview The team's mission is to improve delivery experience while minimizing costs from Fulfillment by TikTok (FBT) via seamless integrated FBT product solution and operation. We are looking for a highly analytical and execution-driven Last Mile Operations Manager to oversee service provider performance across our FBT (Fulfilled by TikTok) logistics network. This role will focus on service quality monitoring, performance analytics, root cause identification, and continuous improvement, while working cross-functionally with internal teams and external partners. Responsibilities Service Provider Performance Management Monitor and manage last-mile service providers’ performance (SLA, KPI, on-time delivery, exception rates, etc.) Build and maintain performance dashboards and reporting systems Identify underperforming vendors and drive accountability mechanisms Data Analysis & Root Cause Investigation Conduct deep-dive analysis on service failures (delay, loss, damage, delivery exceptions) Identify root causes behind performance gaps using data and operational insights Translate data findings into actionable improvement plans Continuous Improvement & Action Planning Collaborate with other team members to develop and execute performance improvement plans (PIP) Track and measure effectiveness of improvement initiatives Standardize best practices across the network Network & Operations Analysis Analyze last-mile network efficiency, routing, and capacity allocation Support optimization initiatives (cost, SLA, coverage, routing logic) Work closely with routing / planning /product teams (if applicable) Cross-functional Collaboration Partner with internal teams including Data, Product, Quality, and Operations Drive alignment across stakeholders on service quality standards and improvement initiatives Lead regular performance review meetings with internal teams and external partners Stakeholder Communication & Governance Assisting with internal and external performance review meetings (WBR/MBR/QBR) Prepare executive-level reporting and insights Act as the main POC for service quality escalation and resolution Qualifications Minimum Qualifications Bachelor’s degree or above (Logistics, Supply Chain, Engineering, Data Analytics preferred) 3+ years of experience in logistics / last-mile / operations / supply chain Strong analytical skills (Excel, SQL, data visualization tools preferred) Proven ability in root cause analysis and process improvement Strong stakeholder management and cross-functional collaboration skills Preferred Qualifications Experience with last-mile routing / network planning / SRE systems Familiar with KPI/SLA framework design and vendor management Experience in large-scale logistics operations Strong ownership mindset and ability to drive results in ambiguous environments Experience in e-commerce or high-growth environments is a plus Experience managing 3PL / carriers / service providers is highly preferred About TikTok TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo. Why Join Us Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us. Diversity & Inclusion TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too. #J-18808-Ljbffr TikTok