TikTok Shop - Last Mile Operations Manager, Carrier Management

Team Overview
The team's mission is to improve delivery experience while minimizing costs from Fulfillment by TikTok (FBT) via seamless integrated FBT product solution and operation.
We are looking for a highly organized and results-driven Last Mile Carrier Management Manager to support daily operations and performance management of last mile delivery service providers. This role will be responsible for carrier relationship management, KPI tracking, operational coordination, issue resolution, and continuous network optimization to ensure stable service quality and cost efficiency.
The ideal candidate should have strong logistics operation experience, excellent communication skills, and the ability to work cross-functionally in a fast-paced e-commerce or logistics environment.
Responsibilities
Carrier Daily Management
- Manage day-to-day operations with last mile delivery partners and carriers
- Monitor carrier performance, including delivery success rate, on-time delivery, aging, damage/loss, and customer complaints
- Conduct regular operational reviews and performance meetings with carriers
- Ensure carriers comply with SOPs, service requirements, and operational standards
Operational Coordination
- Coordinate with internal teams including Operations, Planning, Customer Service, Procurement, and Finance
- Support daily shipment monitoring and resolve operational exceptions in a timely manner
- Drive issue escalation management and corrective action follow-up with carriers
- Support peak season planning and carrier capacity management
KPI & Performance Management
- Track and analyze carrier KPIs and operational metrics
- Prepare weekly/monthly performance reports and business reviews
- Identify operational gaps and propose improvement plans to enhance service quality and reduce costs
- Support continuous optimization of delivery network and carrier allocation strategy
Relationship Management
- Build and maintain strong working relationships with carrier partners
- Support carrier onboarding, training, and operational alignment
- Coordinate rate discussions and support contract/service compliance management
Requirements:
Minimum Qualifications
- Bachelor’s degree in Supply Chain, Logistics, Business, or a related field preferred
- 2+ years of experience in logistics, transportation, e-commerce operations, or last-mile delivery/carrier management
- Strong analytical and problem-solving skills, with experience in KPI tracking and performance analysis
- Excellent communication and stakeholder management skills in cross-functional environments
- Proficient in Excel/Google Sheets, with the ability to manage multiple priorities in a fast-paced setting
Preferred Qualifications
- Experience working with carriers such as FedEx, UPS, USPS, regional carriers, or 3PLs
- Experience in e-commerce fulfillment or marketplace logistics
- Familiarity with SLA management and transportation cost optimization