TikTok Shop - SOP Program Manager, Logistics Service Excellence
Core
Design, document, and optimize global logistics and aftersales Standard Operating Procedures (SOPs) to enhance service quality and seller experience.
Role type
Senior Program Manager, Logistics Service Excellence
Builds
Scalable service SOPs, operational workflows, and governance frameworks for global logistics and aftersales.
Domain
E-commerce logistics and seller service operations
Required skills
End-to-end SOP design and documentation, Process optimization, Cross-functional collaboration, Data-driven performance monitoring, Root-cause analysis, Change management
Preferred skills
BPO/vendor operations management, Logistics and aftersales service flow expertise, Cost optimization initiatives, CRM system integration
Technologies
CRM systems, automation tools, frontline-facing tools
Responsibilities
Own end-to-end design and optimization of global logistics SOPs, Lead process optimization initiatives across operations and product teams, Establish SOP governance frameworks and change management workflows, Monitor SOP compliance and drive corrective actions, Partner with engineering to embed SOP logic into tools, Analyze operational metrics to drive structural improvements