Alliance/Partner Management, Alliance/Partner Marketing, Best Practices, Channel Strategies, Coaching, Communication Skills, Continuous Improvement, Corrective Action, Cross-Functional, Data Analysis, Hubs, Leadership, Logistics, Metrics, Operational Strategy, Operations Management, Operations Planning, Performance Management, Performance Metrics, Problem Solving Skills, Product Engineering, Property Maintenance, Purchasing/Procurement, Quality Metrics, Regulatory Compliance, Root Cause Analysis, Safety Standards, Service Level Agreement (SLA), Standard Operating Procedures (SOP), Supply Chain, Third-Party Logistics (3PL), Training/Teaching, Trend Analysis
Team Overview
TikTok Shop's Supply Chain & Logistics is looking for an experienced Fulfillment Node Operations Manager 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 TikTok 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 TikTok Shop expectations.
Responsibilities
LSP Partnership & Performance Management
- 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 TikTok Shop operating principles
- Hold the LSP accountable to SLAs, KPIs, safety standards, quality expectations, and cost targets
End-to-End Operational Ownership
- 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
Metrics, Quality & Continuous Improvement
- Own site performance metrics including (but not limited to): throughput, SLA attainment, missorts, 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
Leadership & Cross-Functional Alignment
- 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 Minimum Qualifications
- 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
- Flexibility to support nights, weekends, and peak operational periods as required
Preferred Qualifications
- 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