Job Description

TikTok Shop Supply Chain & Logistics team is seeking experienced talents. The team is dedicated to innovating and streamlining TikTok Shop's transportation network and this pivotal role is at the forefront of shaping scalable and efficient transportation strategies. The Logistics Service Provider Operations Manager is responsible for building, scaling, and managing LSP network in the United States. Equal parts operator and strategic advisor, this role partners with LSP business owners throughout the entire lifecycle, from onboarding and launch, to growth, performance management, and long-term sustainability. The manager works closely with LSP owners to improve operational efficiency, safety, financial health, and service quality while ensuring compliance with TikTok’s transportation standards. This role collaborates extensively with internal stakeholders across operations, safety, compliance, finance, product/tech, partner relations, and planning teams to drive performance at scale.

Key Responsibilities

1. LSP Lifecycle Ownership & Business Partner Management

- Manage the full relationship with LSP owners from onboarding and launch through scaling and ongoing performance improvement.

- Act as a trusted business advisor to LSP owners, guiding them on operational planning, staffing, routing, fleet management, cost structure, and business strategy.

- Support LSPs with problem-solving, resource planning, and decision-making to ensure long-term business sustainability.

- Build two-way communication channels to represent LSP needs inside TikTok and communicate guidance and expectations back to LSP owners.

2. Operational Performance & Network Quality

- Oversee daily LSP operational performance including delivery success rate, productivity, driver quality, routing adherence, safety, and experience-related KPIs.

- Conduct performance deep dives, identify root causes, recommend corrective actions, and drive execution across LSP teams.

- Ensure consistent application of last-mile operational standards and challenge upstream processes that negatively impact LSP operations.

- Coach LSP owners to build high-performing, compliant, and customer-obsessed delivery organizations.

3. Compliance, Safety & Network Governance

- Ensure LSP adherence to TikTok’s compliance, safety, data, and operational policies.

- Partner with Safety, Compliance, Legal, and Fleet teams to monitor safety performance and enforce Monitoring & Enforcement Policies.

- Lead investigations into safety or compliance failures and drive preventive actions across the network.

- Improve driver standards and delivery practices to protect TikTok’s brand image.

4. Financial Health & Business Sustainability

- Guide LSP owners in understanding cost drivers, financial performance, staffing levels, and fleet investment decisions.

- Support LSPs in improving financial sustainability through business modeling, workforce planning, routing efficiency, and cost controls.

- Identify workflow inefficiencies and operational gaps, and implement improvements at both LSP and network levels.

5. Capacity, Growth & Peak Planning

- Partner with LSPs to develop ramp-up strategies, peak plans, and multi-week capacity pipelines.

- Ensure LSPs maintain adequate driver supply and operational readiness to meet volume demands.

- Drive adoption and effective utilization of TikTok delivery tools, routing systems, dispatch platforms, and performance dashboards.

6. Cross-Functional Collaboration

- Work closely with Transportation Planning, Partner Relations, Finance, Safety, Fleet, Network Health, and Tech/Product to ensure LSP success.

- Provide feedback to product and strategy teams to improve tools and processes that support LSP operations.

- Represent LSP voice internally and advocate for improvements in policy, tooling, and operational support.