TikTok Shop - Last Mile Operations Manager, Carrier Management

TikTok Shop - Last Mile Operations Manager, Carrier Management

Location: Fontana

Employment Type: Regular

Job Code: A57604A

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.

Responsibilities

• 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

Compensation Description (Annually) The base salary range for this position in the selected city is $109440 - $198360 annually.

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).

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.