Job Description

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 analytical and execution-driven Last Mile Operations Manager to oversee service provider performance across our FBT (Fulfilled by TikTok) logistics network.

This role will focus on service quality monitoring, performance analytics, root cause identification, and continuous improvement, while working cross-functionally with internal teams and external partners.

Responsibilities

1. Service Provider Performance Management

•Monitor and manage last-mile service providers’ performance (SLA, KPI, on-time delivery, exception rates, etc.)

•Build and maintain performance dashboards and reporting systems

•Identify underperforming vendors and drive accountability mechanisms

2. Data Analysis & Root Cause Investigation

•Conduct deep-dive analysis on service failures (delay, loss, damage, delivery exceptions)

•Identify root causes behind performance gaps using data and operational insights

•Translate data findings into actionable improvement plans

3. Continuous Improvement & Action Planning

•Collaborate with other team members to develop and execute performance improvement plans (PIP)

•Track and measure effectiveness of improvement initiatives

•Standardize best practices across the network

4. Network & Operations Analysis

•Analyze last-mile network efficiency, routing, and capacity allocation

•Support optimization initiatives (cost, SLA, coverage, routing logic)

•Work closely with routing / planning /product teams (if applicable)

5. Cross-functional Collaboration

•Partner with internal teams including Data, Product, Quality, and Operations

•Drive alignment across stakeholders on service quality standards and improvement initiatives

•Lead regular performance review meetings with internal teams and external partners

6. Stakeholder Communication & Governance

•Assisting with internal and external performance review meetings (WBR/MBR/QBR)

•Prepare executive-level reporting and insights

•Act as the main POC for service quality escalation and resolution