Shop - Site Operations Manager, Sort Center

Responsibilities

Team Overview

Tik Tok Shop's Supply Chain & Logistics is looking for an experienced Site Operations Manager, Sort Center to oversee various aspects of building operations, maintenance, and compliance to create a safe, productive, and comfortable work environment for our employees.

The Operations Manager (Sort Center) is the single-threaded owner for operational excellence at a Tik Tok Shop sort center. While day-to-day execution is primarily managed by a third-party Logistics Service Provider (LSP), this role is fully accountable for end-to-end performance, standards, and results at the site.

This position requires expert-level knowledge of sort center operations to effectively coach, influence, and hold the LSP accountable. The Operations Manager serves as the operational authority and strategic partner—ensuring all processes, metrics, and behaviors meet Tik Tok Shop expectations.

• Serve as the primary operational partner and point of contact for on-site LSP leadership
• Build strong relationships grounded in trust, clear expectations, and accountability
• Coach LSP managers by teaching standard work, best practices, and Tik Tok Shop operating principles
• Hold the LSP accountable to SLAs, KPIs, safety standards, quality expectations, and cost targets

• Maintain expert-level understanding of the full sort center lifecycle: inbound, induction, sortation, staging, dispatch, and final mile handoff
• Ensure all processes are executed to standard and aligned with network expectations.
• Identify operational gaps, risks, and inefficiencies; drive corrective actions through the LSP
• Act as the escalation owner for site-level operational issues impacting service, quality, or cost

• Own site performance metrics including (but not limited to): throughput, SLA attainment, mis-sorts, quality defects, labor efficiency, and safety
• Analyze data to identify trends, root causes, and improvement opportunities
• Lead structured problem-solving and continuous improvement initiatives with the LSP
• Ensure consistent execution of SOPs, audits, and compliance requirements

• Represent the site in cross-functional discussions with Middle Mile, Final Mile, Product, Engineering, and Procurement partners
• Support site launches, peak planning, and operational changes impacting the sort center
• Establish clear operating rhythms with the LSP to ensure alignment during both peak and non-peak periods

• Bachelor’s degree or equivalent operational experience
• 3+ years of operations, logistics, or supply chain experience
• Proven experience managing or partnering with third-party logistics providers (3PL/LSP)
• Strong data analysis, problem-solving, and performance management skills
• This position is part of a team that provides additional support and requires working scheduled shifts, which may include holidays

• Experience operating or overseeing sort centers, hubs, or high-volume distribution environments
• Demonstrated ability to influence without direct authority
• Experience supporting site launches, ramp-ups, or operational transformations
• Strong communication skills with the ability to coach leaders at all levels

Tik Tok is the leading destination for short-form mobile video. At Tik Tok, our mission is to inspire creativity and bring joy. Tik Tok'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.

Inspiring creativity is at the core of Tik Tok'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…