Shop - SOP Program Manager, Logistics Service Excellence

Logistics Service Excellence (LSE) is a global team responsible for building and optimizing service capabilities across Tik Tok Shop logistics.

The team focuses on developing customer service platforms, improving service experiences across logistics scenarios, and enhancing seller experience through operational and process improvements. We work closely with Logistics Operations, Product, and Engineering teams to design scalable solutions that improve service quality, operational efficiency, and overall seller experience.

Responsibilities:

• Own the end-to-end design, documentation, and continuous optimization of scalable service SOPs across global logistics and aftersales journeys.
• Lead process optimization initiatives with Logistics Operations, Product, Engineering, and Policy teams to bridge process gaps, clarify ownership, and streamline cross-team handoff and escalation paths.
• Establish SOP governance frameworks and change management workflows to seamlessly translate policy, product, or business updates into operationally executable guidelines for BPO/vendors.
• Monitor SOP compliance and execution quality through operational audits, perform root-cause analysis on process deviations, and drive corrective actions with relevant stakeholders.
• Partner with Product and Engineering teams to embed SOP logic, handling workflows, decision trees, and automation rules into CRM systems and frontline-facing tools.
• Analyze key operational and cost metrics (CSAT, SLA, escalation rate, claims) and frontline feedback to evaluate SOP effectiveness and drive closed-loop structural process improvements.

Requirements:

• Minimum Qualifications

• 5+ years of experience in operations, logistics, e-commerce, or related fields

• Proven ability to own and improve service performance or operational metrics in a complex environment

• Strong problem-solving skills, with experience identifying root causes and driving structured improvements

• Experience working cross-functionally with Product, Engineering, and Operations teams

• Ability to drive end-to-end initiatives with clear ownership and accountability

• Experience using data to monitor performance, identify trends, and support decision-making

• Preferred Qualifications

• Experience managing BPO/vendor operations, including performance management and quality improvement

• Experience in logistics, aftersales, or seller service operations, with understanding of end-to-end service flows

• Experience driving service experience and cost optimization initiatives (e.g., compensation control, claims, recovery improvement)

• Experience working with CRM systems, tooling, or automation, and partnering with Product/Engineering to improve workflows