TikTok Shop - Last Mile Carrier Operations Manager

The Supply Chain and Logistics team builds the capabilities that support business growth and global operations. We provide business planning, operational insights, and logistics strategy support to help teams and partners operate efficiently across markets.

As the business scales globally, we take on complex, business-critical challenges across network design, operational efficiency, service quality, and the differing needs of each local market, work that strengthens partner experiences and supports sustainable growth.

You will help build scalable logistics capabilities that support TikTok Commerce across global markets.

We are looking for a Last Mile Carrier Operations Manager to manage key UK logistics partners, drive end-to-end delivery performance, develop new logistics operating models and continuously improve platform logistics experience through data-driven operational excellence.

Responsibilities

• Carrier Management & Network Operations
• Own the daily operations and performance management of major UK last-mile carriers, ensuring operational stability, delivery quality and continuous service improvement.
• Develop a strong understanding of the UK parcel logistics market, carrier capabilities, network coverage, operational models and cost structures, identifying opportunities for service and cost optimisation.
• Manage daily operational coordination with logistics providers and sellers, including parcel collection, handover, delivery exceptions, service disruptions and issue resolution.
• Own parcel volume forecasting, carrier capacity planning and resource coordination, ensuring sufficient operational capacity to support business growth and seasonal peaks.
• Establish carrier performance management mechanisms, including KPI reviews, operational SOPs, escalation processes and corrective action plans.
• E2E Delivery Performance & Experience Improvement
• Take ownership of end-to-end logistics lead time and delivery performance, from order creation to final delivery, across different seller segments and logistics models.
• Monitor and continuously improve key platform logistics metrics, including DNR (Delivered Not Received), Aging, Lost Parcels, On-Time Delivery and E2E Lead Time.
• Break down E2E performance across seller fulfilment, first-mile pickup, parcel handover, sorting, linehaul and last-mile delivery to identify bottlenecks and improvement opportunities.
• Conduct in-depth analysis by seller, industry, carrier, region and parcel journey to distinguish seller-side, carrier-side and system-related performance issues.
• Collaborate with Seller Operations, Experience and logistics providers to resolve operational issues and drive measurable improvements in delivery speed, reliability and customer experience.
• Data-driven Operational Analysis & Continuous Improvement
• Proactively identify critical operational issues through data monitoring, deep-dive analysis and root-cause investigation, rather than relying solely on reactive issue escalation.
• Build structured analytical frameworks to identify key drivers of delivery delays, parcel aging, lost parcels and customer complaints.
• Translate data insights into clear operational priorities, actionable improvement strategies and measurable execution plans, with defined ownership and timelines.
• Develop early-warning mechanisms and performance monitoring dashboards to detect emerging operational risks and prevent service deterioration.
• Drive continuous improvement initiatives with carriers, sellers and internal stakeholders, tracking implementation progress and validating business impact.
• Continuously optimise platform logistics performance across delivery speed, customer experience, service quality and operational efficiency.
• New Logistics Models & Operational Implementation
• Work closely with Procurement, Logistics Solutions, Experience, Product and other cross-functional teams to design, launch and scale new logistics operating models and service capabilities.
• Support the implementation and operational management of van-based collection/delivery services, new pickup models and other customised logistics solutions.
• Lead operational readiness assessments, carrier onboarding, SOP development, capacity planning, pilot execution and performance monitoring for new logistics models.
• Evaluate new operating models based on service capability, operational feasibility, cost efficiency, scalability and seller/customer experience.
• Coordinate with logistics providers and sellers to ensure smooth implementation, operational stability and continuous optimisation after launch.

Minimum Qualification(s)

• Bachelor's degree or above, preferably in Logistics, Supply Chain Management, Engineering, Business Analytics or related fields.
• 3+ years of experience in last-mile logistics operations, carrier management, e-Commerce logistics or 3PL/4PL operations.
• Strong understanding of end-to-end parcel logistics operations, including first-mile collection, sorting, linehaul, last-mile delivery and exception management.
• Proven ability to identify critical operational issues through data analysis, conduct structured root-cause investigations and translate insights into actionable improvement plans.
• Strong analytical skills, with experience in logistics KPI management, performance deep dives and operational process optimisation.
• Experience in carrier capacity management, volume forecasting and cross-functional operational coordination.
• Excellent communication, stakeholder management and problem-solving skills, with the ability to drive results across internal teams, sellers and external logistics partners, strong ownership, execution capability and a results-driven mindset.

Preferred Qualification(s)

• Hands-on experience managing major UK parcel carriers, such as Royal Mail, Evri, Yodel, DPD or other regional last-mile logistics providers.
• Strong knowledge of the UK parcel logistics landscape, carrier network capabilities, regional coverage, service models and cost structures.
• Experience in e-Commerce marketplace logistics or platform-based 4PL operations.
• Experience launching or managing new logistics operating models, including van collection, customised pickup services or alternative delivery solutions.
• Proficiency in SQL, Excel, BI dashboards or other data analysis tools, with the ability to independently conduct complex operational analysis.
• Experience improving DNR, parcel aging, lost parcel rates, on-time delivery and E2E lead time through structured operational initiatives.
• Ability to travel within the UK for carrier site visits, operational reviews and new service launches.