TikTok Shop - Core Seller Acquisition Operations Manager

TikTok; Los Angeles (CA); Presencial; MXN 900 000 - 1 300 000; Tempo integral

Resumo da oferta

TikTok Shop is seeking a Core Seller Acquisition Operations Manager to own the Mexico-based seller onboarding and acquisition program. You will manage end-to-end funnel activities, ensure adherence to SOPs, and collaborate with BPO partners to optimize performance across lead intake, outreach, registration, and onboarding.

The role requires 5+ years in operations, strong analytical skills, and fluency in English and Spanish.

Qualificações

• 5+ years of experience in operations, sales operations, business operations, process improvement, marketplace operations, or related roles.
• Experience building or managing standardized processes, SOPs, performance mechanisms, and frontline execution.
• Strong analytical skills to break down acquisition funnels and translate insights into improvements.
• Experience with frontline/BPO operations including productivity management, QA, and training.
• Fluency in English and Spanish required for cross-functional collaboration.

Responsabilidades

• Own day-to-day operations and continuous improvement of the Core Seller acquisition program in Mexico.
• Manage end-to-end acquisition funnel from lead intake to onboarding with defined standards.
• Work with BPO teams to ensure consistent execution of strategies and SOPs.
• Establish operating mechanisms including performance reviews, funnel tracking, and QA.
• Identify conversion losses and translate findings into actionable improvements.
• Apply Lean, Six Sigma, PDCA, and process mapping to close gaps and increase productivity.
• Build benchmarks and address underperformance through structured plans.
• Partner with in-house teams to refine strategy and translate changes into SOPs and training.
• Deep dive seller cases to understand intent and distinguish market constraints.
• Identify blockers and drive systemic resolution with cross-functional teams.
• Maintain governance with BPO partners including staffing, training, escalation, and quality.
• Design and run pilots, measure impact, and decide on scaling successful improvements.

Conhecimentos

Operations management

Process improvement

Data analysis

Frontline/BPO operations

English & Spanish proficiency

Descrição da oferta de emprego

TikTok Shop - Core Seller Acquisition Operations Manager

Location:

Employment Type:

Regular

Job Code:

A98749

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Responsibilities

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy e-Commerce platform with a delightful service experience. Within GNE, the Service Support Centre (SSC) provides customer service for Buyers, Sellers, and Creators across the globe. We are seeking a Core Seller Growth Specialist.

• Own the day-to-day operations and continuous improvement of the Core Seller acquisition program in Mexico, ensuring consistent execution against defined strategies, SOPs, quality standards, and performance targets.
• Manage the end-to-end acquisition funnel from lead intake, refinement and prioritization through outreach, registration, qualification, and successful onboarding, with clear operating standards and ownership at each stage.
• Work closely with BPO teams to ensure strict and consistent execution of defined acquisition strategies and SOPs, including lead handling, outreach cadence, seller communication, follow-up, disposition, and documentation.
• Establish and manage operating mechanisms including daily/weekly performance reviews, funnel tracking, agent productivity management, quality audits, root-cause analysis, and corrective action plans.
• Deep dive funnel performance to identify conversion losses across lead quality, contactability, seller intent, agent execution, registration, and qualification, and translate findings into measurable improvement actions.
• Apply structured continuous improvement methodologies such as Lean, Six Sigma, PDCA, root-cause analysis, and process mapping to identify operational gaps, reduce waste, improve conversion, and increase agent productivity.
• Build clear performance benchmarks and identify gaps across agents, lead segments, channels, and BPO operations; replicate top-performing practices and address underperformance through structured improvement plans.
• Partner with in-house teams to continuously refine acquisition strategy and translate strategy changes into clear SOPs, training materials, QA standards, and frontline execution requirements.
• Personally deep dive representative seller cases and, when necessary, engage sellers directly to understand seller intent, validate operational hypotheses, and distinguish market constraints from execution issues.
• Identify recurring platform or process blockers affecting seller onboarding and work cross-functionally with Product, Moderation, Logistics, Risk, and other teams to drive systemic resolution.
• Maintain strong operational governance with BPO partners, ensuring adequate staffing, training readiness, performance management, issue escalation, and execution quality.
• Design and run controlled operational pilots, measure impact, and determine whether successful improvements should be standardized and scaled.

Qualifications

Minimum Qualification(s):

• 5+ years of experience in operations, sales operations, business operations, process improvement, marketplace operations, or related roles, preferably in e-commerce, technology, BPO, or high-volume operational environments.
• Strong operations management mindset with demonstrated experience building or managing standardized processes, SOPs, performance mechanisms, and frontline execution.
• Strong analytical skills with the ability to break down acquisition funnels, identify performance gaps, conduct root-cause analysis, and translate insights into measurable operational actions.
• Strong understanding of frontline/BPO operations, including productivity management, QA, training, performance management, capacity, and operational governance.
• Highly execution-oriented and hands-on; comfortable moving between performance data, frontline operations, seller cases, and cross-functional problem solving.
• Strong ownership and ability to independently drive problems from diagnosis through implementation and measurable improvement.
• High Oral/Written proficiency in English and Spanish is required for this role due to cross-functional collaboration with global teams.

Preferred Qualification(s):

• Experience with continuous improvement methodologies such as Lean, Six Sigma, PDCA, DMAIC, or similar process excellence frameworks is strongly preferred; Lean Six Sigma certification is a plus.
• Comfortable working in a fast-paced, ambiguous environment with evolving processes.
• Familiar with e-commerce ecosystem, particularly Mercado Libre, Amazon, DTC sellers, and marketplace seller acquisition.

Job Information

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 https://tinyurl.com/RA-request

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