Global SOP Program Lead - Logistics & Service

TikTok; Seattle (WA); On-site; USD 116,000 - 198,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401(k) retirement plan with company?e

Parental leave

Job summary

TikTok is seeking a Logistics Service Excellence professional in Seattle to own end-to-end SOP design and optimization across global logistics and aftersales. You will lead cross-functional initiatives with Product, Engineering, and Operations to improve service quality and operational efficiency.

The role emphasizes data-driven decision-making, governance of SOPs, and collaboration with BPO/vendors to translate policy into actionable workflows. A strong ownership mindset is essential.

Qualifications

• 5+ years of experience in operations, logistics, e-commerce, or related fields.
• Proven ability to own and improve service performance or operational metrics in a complex environment.
• Strong problem-solving skills, with experience identifying root causes and driving structured improvements.
• Experience working cross-functionally with Product, Engineering, and Operations teams.
• Ability to drive end-to-end initiatives with clear ownership and accountability.
• Experience using data to monitor performance, identify trends, and support decision-making.

Responsibilities

• Own the end-to-end design, documentation, and continuous optimization of scalable service SOPs across global logistics and aftersales journeys.
• Lead process optimization initiatives with multiple teams to bridge gaps, clarify ownership, and streamline cross-team handoffs.
• Establish SOP governance frameworks and change management workflows for translating updates into actionable guidelines for BPO/vendors.
• Monitor SOP compliance and execution quality through audits and root-cause analysis; drive corrective actions with stakeholders.
• Partner with Product and Engineering to embed SOP logic, handling workflows and automation in CRM tools.
• Analyze key metrics (CSAT, SLA, escalation rate, claims) and frontline feedback to improve SOP effectiveness.

Skills

Operations experience

Logistics

Cross-functional collaboration

Problem-solving

Data-driven decisions

Ownership & accountability

Tools

CRM systems

Job description

TikTok is seeking a Logistics Service Excellence professional in Seattle to own end-to-end SOP design and optimization across global logistics and aftersales. You will lead cross-functional initiatives with Product, Engineering, and Operations to improve service quality and operational efficiency.

The role emphasizes data-driven decision-making, governance of SOPs, and collaboration with BPO/vendors to translate policy into actionable workflows. A strong ownership mindset is essential.