TikTok
TikTok Shop - SOP Program Manager, Logistics Service Excellence
Seattle, Washington · Manager · Full-time · Posted Oct 28, 2026
- Experience
- 5+ years of experience in operations, logistics, e-commerce, or related fields.
About the job
Owns and improves global logistics service SOPs and processes for TikTok Shop, partnering across teams to improve service quality, efficiency, and seller experience.
What you'll do
- Design, document, govern, and continuously optimize service SOPs across global logistics and aftersales journeys.
- Lead cross-functional process improvements, audits, root-cause analysis, and corrective actions to improve SOP execution.
- Partner with Product and Engineering to embed workflows and automation in frontline tools, and use operational metrics to assess and improve SOP effectiveness.
What they ask for
- Proven ability to own and improve service performance or operational metrics in a complex environment.
- Strong problem-solving skills, including root-cause analysis and structured improvements.
- Experience working cross-functionally with Product, Engineering, and Operations teams.
- Experience using data to monitor performance, identify trends, and support decision-making.
Nice to have
- Experience managing BPO/vendor operations, including performance management and quality improvement.
- Experience in logistics, aftersales, or seller service operations; CRM, tooling, or automation experience is also noted.
Tools
CRM systems
Model-written summary · the original posting is authoritative