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Commerce ops
TikTok Shop - Middle Mile Solutions Manager
Location
:
New York
Employment Type
:
Regular
Job Code
:
A208029
Responsibilities
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
Qualifications
Minimum Qualifications
- Bachelor’s degree in Supply Chain, Logistics, Business, Data Analytics, or related field
- 3+ years of experience in e-commerce logistics, linehaul operations, or platform fulfillment
- Strong understanding of linehaul networks, delivery SLAs, and carrier performance management
- Advanced Excel/Sheets skills; experience with data dashboards (Tableau, Power BI, Looker)
- Ability to manage multiple projects in a fast-paced, high-growth environment
- Strong communication and negotiation skills with internal teams and external carriers
Preferred Qualifications
- Experience in modern e-commerce platforms
- Familiarity with TMS systems, routing tech, or linehaul optimization tools
- Proficient SQL or data analytics skills
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $117333 - $219556 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
TikTok Accommodation
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at
