TikTok Shop - FBT Merchant Solution Manager

The FBT Seller Growth team is TikTok Shop's front-line growth team responsible for driving scalable FBT adoption among core US L2L and POP merchants. Acting as the central connector between sellers, product, operations, and cross-functional partners, the team runs structured programs that promote widespread and advanced FBT usage — directly supporting the platform's 2026 FBT penetration goals.
This is a merchant-facing logistics solution consultant role. Your core mission is to deeply understand each merchant's business situation and fulfillment pain points, recommend the right TikTok logistics solution (FBT, CBT, or TikTok Shipping), and guide merchants through adoption and sustained usage.
Responsibilities
1. Conduct in-depth assessments of target merchants' business profiles — including order volume, category mix, warehouse location, existing fulfillment methods, and core pain points (e.g., LDR violations, high logistics costs, inconsistent dispatch SLAs) — and use data and business judgment to recommend the most suitable fulfillment solution (FBT / CBT / TikTok Shipping);
2. Clearly articulate the value proposition and use cases of each fulfillment solution to merchants, including cost savings (up to 30% logistics cost reduction), governance metric exemptions (OTDR, LDR, VTR, NRR, CCR), delivery speed improvements (3-day delivery), and platform traffic benefits — empowering merchants to make informed, business-driven decisions;
3. Own end-to-end onboarding support for merchants transitioning to FBT or CBT — including inbound planning (IBR target setting), warehouse configuration guidance, operational process alignment, and system setup confirmation — ensuring a smooth migration from existing fulfillment methods;
4. Proactively monitor and support merchants post-onboarding, identifying and resolving operational blockers (e.g., capacity requests, inventory planning, billing discrepancies, carrier handover issues) to maintain a stable fulfillment experience and drive continued FBT utilization growth;
5. Systematically document merchant pain points and product gaps encountered during solution selection and onboarding, conduct root cause analysis, and translate findings into high-quality product improvement proposals that drive continuous enhancement of the FBT/CBT merchant experience;
6. Actively participate in merchant recruitment and onboarding for new FBT/CBT capabilities (e.g., Large & Bulky, Aerosols, Multi-FC) — identifying eligible merchants, leading one-on-one merchant conversations, tracking merchant readiness, and driving scaled adoption of new capabilities;
7. Collaborate closely with BD, AM, and LSE teams to provide logistics solution support at each stage of the merchant funnel, ensuring a smooth and efficient conversion path from merchant interest to active FBT usage.
Requirements:
Minimum Qualifications:
- Bachelor's degree or above; 3+ years of experience in e-commerce logistics, supply chain, or merchant operations.
- Solid e-commerce logistics knowledge, including warehousing, inbound operations, first-mile logistics, last-mile delivery, platform fulfillment policies, and governance metrics (LDR, OTDR, NRR, CCR, etc.).
- Strong solution diagnosis and problem-solving skills; ability to quickly identify merchant pain points from business data and propose actionable solutions.
- Excellent merchant communication and relationship management skills; ability to translate complex logistics logic into clear, compelling, merchant-friendly language.
- Ability to communicate effectively in cross-cultural, multi-team settings.
Preferred Qualifications:
- Experience as a logistics solution consultant, merchant support specialist, or BD at Amazon FBA, Cainiao, Shopify Fulfillment, or comparable e-commerce platforms is a strong plus.
- Hands-on experience with FBT, CBT, or TikTok Shipping operations or merchant support is preferred.
- Familiarity with cross-border e-commerce merchant operations and decision-making logic; experience serving Chinese sellers is a plus.
- Experience supporting merchants across multiple categories (beauty, apparel, FMCG, large/bulky items, etc.) in logistics solution adoption is preferred.