Job Description
About the Team
The Global Payment team provides payment solutions to ensure that users have a smooth and secure payment experience across our platforms and services.
We are looking for a results-driven Logistics Insurance Merchant Operations Solution Specialist to focus on the Southeast Asia (SEA) and US cross-border e-commerce ecosystems (TikTok Shop, Amazon, independent stations, etc.). You will be responsible for designing and implementing B-end merchant-oriented logistics insurance operation solutions, tapping into merchant pain points, building risk control systems for merchant segments, and delivering tangible value to merchants while driving business growth. Fluency in both Chinese and English is required to communicate with cross-regional merchants and partners.
Job Responsibilities:
1. Merchant Operations & Value Delivery
- Design and end-to-end implement logistics insurance operation solutions for B-end merchants including TikTok Shop sellers, cross-border freight forwarders, overseas warehouse operators, and logistics service providers. Customize tailored insurance plans, claims green channels, and value-added service packages to address specific merchant pain points, improve policy purchase conversion and retention rates, and deliver quantifiable value outcomes (e.g. reducing negative review rates, minimizing cargo loss costs, improving logistics satisfaction scores).
- Build a tiered merchant operation system: design differentiated pricing strategies, rebate policies, and service standards for different customer segments (small/medium freight forwarders, top sellers, brand independent stations), and formalize scalable merchant operation SOPs.
2. Risk Control System Implementation
- Possess in-depth knowledge of end-to-end logistics insurance risk control logic. Responsible for the implementation and optimization of merchant-side risk control rules, including merchant access review, adverse selection risk identification, and fraud prevention. Collaborate with product teams to optimize risk control models and maintain loss ratios within target ranges.
- Lead merchant communication and risk mitigation for high-value claim cases, accumulate risk merchant feature databases, and continuously improve merchant risk control strategies.
3. Localized Operations & Cross-Regional Communication
- Engage with local merchants, partners, and channel agents in SEA (Indonesia/Malaysia/Thailand/Vietnam) and the US. Conduct bilingual (Chinese/English) communication to develop localized merchant operation plans that adapt to regional market characteristics and merchant preferences.
- Coordinate with sales, product, and claims teams to drive the testing, iteration, and launch of new merchant-side logistics insurance features and solutions.
4. Data-Driven Operations
- Track core merchant operation KPIs (policy conversion rate, merchant retention rate, average customer lifetime value, loss ratio, etc.), identify optimization opportunities through data analysis, and continuously improve operational efficiency and ROI.
- Develop benchmark merchant cooperation cases and create reusable merchant operation methodologies to support scalable business expansion.
