TikTok Shop - Last Mile Operations Manager, Carrier Management

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 organized and results-driven Last Mile Carrier Management Manager to support daily operations and performance management of last mile delivery service providers. This role will be responsible for carrier relationship management, KPI tracking, operational coordination, issue resolution, and continuous network optimization to ensure stable service quality and cost efficiency. The ideal candidate should have strong logistics operation experience, excellent communication skills, and the ability to work cross-functionally in a fast-paced e-commerce or logistics environment. Carrier Daily Management Manage day-to-day operations with last mile delivery partners and carriers Monitor carrier performance, including delivery success rate, on-time delivery, aging, damage/loss, and customer complaints Conduct regular operational reviews and performance meetings with carriers Ensure carriers comply with SOPs, service requirements, and operational standards Operational Coordination Coordinate with internal teams including Operations, Planning, Customer Service, Procurement, and Finance Support daily shipment monitoring and resolve operational exceptions in a timely manner Drive issue escalation management and corrective action follow-up with carriers Support peak season planning and carrier capacity management KPI & Performance Management Track and analyze carrier KPIs and operational metrics Prepare weekly/monthly performance reports and business reviews Identify operational gaps and propose improvement plans to enhance service quality and reduce costs Support continuous optimization of delivery network and carrier allocation strategy Relationship Management Build and maintain strong working relationships with carrier partners Support carrier onboarding, training, and operational alignment Coordinate rate discussions and support contract/service compliance management Qualifications Minimum Qualifications Bachelor’s degree in Supply Chain, Logistics, Business, or a related field preferred 2+ years of experience in logistics, transportation, e-commerce operations, or last-mile delivery/carrier management Strong analytical and problem-solving skills, with experience in KPI tracking and performance analysis Excellent communication and stakeholder management skills in cross-functional environments Proficient in Excel/Google Sheets, with the ability to manage multiple priorities in a fast‑paced setting Preferred Qualifications Experience working with carriers such as FedEx, UPS, USPS, regional carriers, or 3PLs Experience in e-commerce fulfillment or marketplace logistics Familiarity with SLA management and transportation cost optimization Job Information The base salary range for this position in the selected city is $109,440—$198,360 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. Fair Chance Employment 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: Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues; Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; Exercising sound judgment. #J-18808-Ljbffr TikTok