TikTok Shop - CBT Operations & Seller Operations Manager

About This Role

This role is for a CBT Operations & Seller Operations Manager who will manage both CBT site operations and CBT seller operations, ensuring stable operational performance while improving seller onboarding, adoption, and experience. The position is part of the Supply Chain and Logistics team, which provides reliable and scalable logistics solutions to support the growth of cross-border sellers in the UK.

Responsibilities

• Own day-to-day CBT operations across the UK network, including 11 sites
• Manage on-site operational performance, including parcel handover, scanning, sorting, dispatch, capacity, exception handling, and operational compliance
• Establish site-level KPIs and SOPs, monitor operational performance, and conduct root-cause analysis for service failures
• Coordinate with logistics providers and on-site teams to manage capacity, staffing, operational readiness, and peak-period planning
• Drive continuous improvement across CBT sites to improve operational efficiency, lead time, parcel visibility, and seller experience
• Own CBT seller operations, covering seller onboarding, operational education, issue resolution, logistics consultation, and performance improvement
• Provide dedicated hyper-care support for approximately 1,600 sellers, while supporting an average of 40–50 newly onboarded sellers per week
• Analyse seller-level logistics performance and identify key blockers affecting CBT adoption, seller experience, and order growth
• Build scalable onboarding, communication, and support mechanisms to reduce repetitive seller issues and improve seller self-service capabilities
• Work closely with Account Management, Carrier Operations, Product, Governance, and other cross-functional teams to resolve operational issues and support CBT growth
• Translate seller feedback and operational pain points into product, process, and logistics capability improvements

Requirements

• Bachelor's degree or above
• 5+ years of experience in logistics operations, warehouse/site operations, seller operations, or e-commerce operations
• Good understanding of parcel logistics operations including first mile, parcel handover, scanning, sorting, linehaul, and last-mile delivery
• Strong operational execution and project management capabilities, with the ability to manage multiple sites and stakeholders simultaneously
• Strong seller communication and problem-solving skills
• Data-driven and able to identify operational issues through performance analysis

Nice to have:

• Experience managing multi-site logistics or warehouse operations in the UK
• Experience working with cross-border e-commerce sellers
• Experience managing high-volume seller onboarding or seller hyper-care programs