Shop - Logistics & Seller Support Operations Manager

Position: TikTok Shop - Logistics Experience & Seller Support Operations Manager
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.

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.

Req : A60926A