TikTok Shop - GTL Logistics - SLA & Performance Management Lead - Indonesia

TIKTOK PTE LTD (TIKTOK); Jakarta Utara; On-site; IDR 300,000,000 - 460,000,000; Full time

Job summary

TikTok Shop in Jakarta is seeking a SLA & Performance Management Lead to monitor and drive end-to-end performance across first mile, hub/sorting, linehaul, last mile, and returns within the GTL logistics network.

You will design improvement frameworks, develop KPI scorecards, and collaborate with Ground Operations to translate insights into actionable initiatives that deliver measurable gains. Willing to work from North Jakarta.

Qualifications

• Bachelor's degree in Industrial Engineering, Supply Chain Management, Logistics, Business Administration, or related field.
• 4+ years of experience in Operations Excellence, Quality Assurance, Process Improvement, Logistics Operations, or related function.
• Strong analytical and problem-solving skills with experience in root cause analysis and CAPA methodologies.
• Proficiency in data analysis and reporting tools (Excel, Power BI, Tableau) and experience conducting operational audits and process reviews.

Responsibilities

• Monitor and improve end-to-end operational network performance across first-mile, hub/sorting, linehaul, last-mile, and returns.
• Design, develop, and implement performance frameworks, methodologies, and scorecards.
• Define KPIs, targets, and benchmarks aligned with business objectives.
• Lead cross-functional collaboration with Ground Operations to translate performance insights into actionable initiatives and ensure execution effectiveness.

Skills

Analytical thinking

Problem solving

Root cause analysis

CAPA methodologies

Data analysis

Education

Bachelor's degree in Industrial Engineering

Bachelor's degree in Supply Chain Management

Bachelor's degree in Logistics

Bachelor's degree in Business Administration

Tools

Excel

Power BI

Tableau

Job description

TikTok Shop - GTL Logistics - SLA & Performance Management Lead - Indonesia

The SLA & Performance is responsible for monitoring and improving end-to-end operational network performance within the e-Commerce logistics environment (first-mile, hub/sorting, linehaul, last-mile delivery, and returns)

• Design, develop, and implement operations performance improvement frameworks, methodologies, and processes across

First Mile, Middle Mile, Last Mile, and SOC operations.

• Identify opportunities to improve existing operational processes and establish standardized approaches to ensure consistency across all operational areas.
• Develop and implement improvement initiatives based on operational needs, business priorities, and performance trends.
• Analyze operational performance data to identify recurring issues, performance gaps, process inefficiencies, and bottlenecks.
• Conduct structured root cause analysis to identify underlying drivers of operational issues and translate findings into actionable improvement strategies.
• Prioritize improvement opportunities based on business impact, operational risks, and potential performance gains, and monitor the effectiveness of implemented solutions.
• Design and develop performance scorecards to measure operational performance across relevant processes, teams, and operational areas.
• Define KPIs and performance metrics that accurately reflect operational performance, and establish targets and benchmarks aligned with business objectives.
• Lead cross-functional collaboration with Ground Operations teams to translate performance insights into actionable initiatives, and drive accountability on execution effectiveness
• Act as a bridge between performance strategy and operational execution to ensure improvement initiatives deliver measurable and sustainable results.

Responsibilities

The SLA & Performance is responsible for monitoring and improving end-to-end operational network performance within the e-Commerce logistics environment (first-mile, hub/sorting, linehaul, last-mile delivery, and returns)

• Design, develop, and implement operations performance improvement frameworks, methodologies, and processes across

First Mile, Middle Mile, Last Mile, and SOC operations.

• Identify opportunities to improve existing operational processes and establish standardized approaches to ensure consistency across all operational areas.
• Develop and implement improvement initiatives based on operational needs, business priorities, and performance trends.
• Analyze operational performance data to identify recurring issues, performance gaps, process inefficiencies, and bottlenecks.
• Conduct structured root cause analysis to identify underlying drivers of operational issues and translate findings into actionable improvement strategies.
• Prioritize improvement opportunities based on business impact, operational risks, and potential performance gains, and monitor the effectiveness of implemented solutions.
• Design and develop performance scorecards to measure operational performance across relevant processes, teams, and operational areas.
• Define KPIs and performance metrics that accurately reflect operational performance, and establish targets and benchmarks aligned with business objectives.
• Lead cross-functional collaboration with Ground Operations teams to translate performance insights into actionable initiatives, and drive accountability on execution effectiveness
• Act as a bridge between performance strategy and operational execution to ensure improvement initiatives deliver measurable and sustainable results.

Qualifications

Minimum Qualification(s)

• Bachelor's degree in Industrial Engineering, Supply Chain Management, Logistics, Business Administration, or a related field.
• Minimum 4 years of experience in Operations Excellence, Quality Assurance, Process Improvement, Logistics Operations, or a related function.
• Strong analytical and problem-solving skills with experience in root cause analysis and CAPA methodologies.
• Proficiency in data analysis and reporting tools (e.g., Excel, Power BI, Tableau, or similar).
• Experience conducting operational audits, quality assessments, and process reviews.

Preferred Qualification(s)

• Strong stakeholder management and cross-functional collaboration skills.
• Excellent communication, presentation, and project management abilities.
• Familiarity with Lean, Six Sigma, Continuous Improvement, or Operational Excellence methodologies is an advantage.
• Ability to work in a fast-paced, data-driven logistics or e-Commerce environment.
• Willing to work from North Jakarta