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 operationally strong Middle Mile Solutions Manager to support our rapidly growing e-commerce platform. The Middle Mile Solutions Manager is responsible for driving continuous improvement across linehaul and middle-mile operations through carrier management, SOP design, and system and process enhancements. This role acts as the bridge between frontline linehaul execution teams and cross-functional partners, translating operational feedback into scalable solutions that improve service reliability, efficiency, and network performance. The Solutions Manager works closely with carriers, dispatch, operations, product, and planning teams to standardize processes, improve tooling, and strengthen network execution.

This role requires a blend of operational expertise, vendor management, data analysis, and project execution to ensure fast, reliable, and cost-effective delivery.

Responsibilities

Carrier Management & Performance

- Own carrier operational performance across middle-mile and linehaul networks, including service quality, compliance, and execution consistency

- Partner with carrier management and procurement teams to define operational expectations, SOPs, and escalation paths

- Identify recurring carrier issues and drive corrective actions through process changes, tooling updates, or training

- Support carrier onboarding, readiness reviews, and operational playbooks

SOP Design & Operational Standardization

- Design, document, and maintain SOPs for linehaul dispatch, execution, escalation, and exception management

- Standardize workflows across shifts, lanes, and facilities to reduce execution variability

- Ensure SOPs are practical, frontline-ready, and aligned with system capabilities

- Partner with operations leads to support SOP rollout, training, and adoption

Frontline Feedback & System Improvements

- Actively gather feedback from linehaul dispatchers, dispatcher leads, and operations teams to identify pain points and gaps

- Translate operational issues into clear system, tooling, or process improvement requirements

- Partner with product, engineering, and analytics teams to design and deliver scalable solutions

- Validate new features or process changes through pilot programs and frontline feedback

Cross-Functional Collaboration

- Work closely with operations, product, engineering, planning, yard, and warehouse partners to align on network improvements

- Serve as the operational subject matter expert in cross-functional initiatives impacting linehaul execution

- Drive alignment across teams on priorities, timelines, and success metrics

Continuous Improvement & Network Health

- Monitor middle-mile and linehaul performance metrics to identify trends and improvement opportunities

- Lead initiatives focused on improving on-time performance, reducing dwell, minimizing service failures, and improving dispatcher efficiency

- Support peak readiness, surge planning, and network change management initiatives