TikTok Shop – Last Mile Carrier Operations Manager

Overview

In this role, you will own UK last-mile carrier operations to ensure reliable delivery and service quality as TikTok Commerce scales globally. You will partner with cross-functional teams to design and implement scalable logistics models, driving end-to-end delivery performance and data-driven improvements. You’ll analyze carrier performance, forecast capacity, and lead initiatives to reduce delays and improve customer experience. This is a hands-on role with a clear impact on growth, efficiency, and seller satisfaction.

Responsibilities

• Manage daily UK last-mile carrier operations and performance to ensure stability and continuous service improvement
• Analyze UK parcel market and carrier capabilities to identify optimization opportunities in service and cost
• Coordinate parcel collection, handover, delivery exceptions, and issue resolution with logistics providers and sellers
• Own parcel volume forecasting and capacity planning to support growth and seasonal peaks
• Establish KPI reviews, SOPs, escalation processes, and corrective action plans for carriers
• Oversee end-to-end delivery performance across seller segments and logistics models
• Break down performance by seller, region, and journey stage to identify bottlenecks and improvements
• Collaborate with Seller Operations, Experience, and providers to improve speed, reliability, and customer experience
• Identify critical operational issues via data monitoring, root-cause analysis, and structured frameworks
• Translate insights into actionable priorities with ownership and timelines
• Develop early-warning dashboards to detect risks and prevent service deterioration
• Lead cross-functional continuous improvement initiatives and track business impact
• Evaluate new operating models for service capability, cost, scalability, and experience
• Plan and execute onboarding, SOPs, capacity, pilots, and post-launch optimization for new models
• Coordinate with providers and sellers to ensure smooth implementation and sustained performance

Key requirements

• Bachelor’s degree or above
• 3+ years in last-mile logistics operations, carrier management, e-commerce logistics, or 3PL/4PL operations
• Strong understanding of end-to-end parcel logistics operations
• Proven ability to identify operational issues through data analysis and translate into improvement plans
• Strong analytical skills with experience in KPI management and process optimization
• Experience in carrier capacity management, volume forecasting, and cross-functional coordination
• Excellent communication and stakeholder management with a results-driven mindset

• communication
• stakeholder management
• problem-solving
• SQL
• Excel
• BI dashboards

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