TikTok
TikTok Shop - Logistics Experience & Seller Support Operations Manager – UK
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Responsibilities
About the Team
The Supply Chain and Logistics team is responsible for building and operating a reliable, competitive and scalable logistics network in the UK. The team works closely with sellers, logistics service providers and internal business teams to continuously improve logistics performance, seller experience and customer experience.
We are looking for a Logistics Experience & Seller Support Operations Manager to own key operational programs across Northern Ireland operations, customer experience, reverse logistics and seller support. This role will also serve as a key logistics interface for different business verticals, translating business and seller needs into scalable operational solutions.
Responsibilities
- Own and continuously improve UK and Ireland logistics operations, including operational performance, remote-area service, additional charges, delivery exceptions and seller/customer experience;
- Own key logistics experience metrics including DNR, TNPS and CCR, identify major experience gaps through data analysis and seller/customer feedback, conduct root-cause analysis and drive cross-functional improvement plans;
- Manage reverse logistics and return operations, including return performance, seller experience, operational processes and exception management;
- Own GNE seller responsibility determination, logistics consultation and seller issue resolution, ensuring consistent judgement standards and efficient handling mechanisms;
- Act as the key logistics operations interface for front-end business teams and different industry verticals, consolidate logistics requirements and translate them into operational or product solutions;
- Establish SOPs, operational rules and escalation mechanisms for recurring seller and logistics issues, moving from case-by-case handling toward scalable solutions;
- Work closely with Carrier Operations, Seller Operations, Product, Governance, Customer Service and Account Management teams to improve end-to-end logistics experience;
- Monitor operational KPIs, identify structural issues and drive both short-term mitigation and long-term fixes.
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Qualifications
Minimum Qualifications
- Bachelor's degree or above;
- 3+ years of experience in e-commerce, logistics operations, seller operations, customer experience or related fields;
- Good understanding of end-to-end parcel logistics, including delivery, exception handling, returns and seller/customer experience;
- Strong analytical and problem-solving capabilities, with experience using data to identify root causes and drive operational improvements;
- Strong communication and stakeholder management skills, with the ability to coordinate across multiple business and operational teams;
- Self-motivated, results-driven and comfortable operating in a fast-changing environment.
Preferred Qualifications
- Experience in UK e-commerce marketplace or parcel logistics operations;
- Experience in logistics customer/seller experience management or reverse logistics;
- Understanding of marketplace governance, seller responsibility determination and logistics dispute handling;
- Experience working with multiple business verticals or managing cross-functional operational requirements.
About TikTok
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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.
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