SMB Growth & Onboarding Lead — TikTok Shop

TIKTOK PTE LTD (TIKTOK); Jakarta Pusat; On-site; IDR 360,000,000 - 720,000,000; Full time

Job summary

TikTok Shop by Tokopedia seeks an SMB Mass Incubation Manager to drive scalable acquisition and activation of high-quality sellers in Indonesia. You will design onboarding strategies, partner with product, operations, and commercial teams, and optimize processes to convert new sellers into GMV-generating contributors through data-driven interventions.

You will manage targeted incubation across clusters, oversee Basic Seller performance, BPO operations, and AI-hosted outreach, while leading

Qualifications

• 5+ years in e-commerce operations, seller/account management, or growth roles; at least 2 years leading a book of managed sellers.
• Proven ability to design scalable processes and tech-enabled operations to hit GMV, adoption and NPS targets.
• Hands-on experience managing a BPO/vendor workforce and ramp plans.
• Analytical and structured problem-solver with ability to extract insights from cohort/cluster views.
• Fluent in English and Bahasa Indonesia to work with Indonesia sellers and partners.

Responsibilities

• Define and execute Targeted incubation strategy across Fashion, FMCG, Lifestyle clusters on TTS and Toko with quarterly target-setting.
• Own Basic Seller performance across ROI/GMV metrics; drive product adoption and interventions.
• Manage BPO Operations including capacity, governance, and agent hiring.
• Drive responsiveness KPIs: first response time < 30 min, 2-way weekly communication, data quality.
• Own Agent Effectiveness & NPS; partner on SOPs, policy channel, and training.
• Own Robocall/AI-host outreach program: use-case selection, scripts, consent flow, tracking.
• Own the Seller Mission operating model and platform fundamentals.
• Report on DAGMV, seller adoption, responsiveness, NPS to SMB leadership.

Skills

English

Bahasa Indonesia

Cross-functional collaboration

Analytical thinking

Tools

AI outreach systems

Job description

TikTok Shop by Tokopedia seeks an SMB Mass Incubation Manager to drive scalable acquisition and activation of high-quality sellers in Indonesia. You will design onboarding strategies, partner with product, operations, and commercial teams, and optimize processes to convert new sellers into GMV-generating contributors through data-driven interventions.

You will manage targeted incubation across clusters, oversee Basic Seller performance, BPO operations, and AI-hosted outreach, while leading