AI use among first-line supervisors of entertainment and recreation workers, except gambling services is little observed so far. Measured exposure for first-line supervisors of entertainment and recreation workers, except gambling services: 4% (little observed).

Share of this job’s tasks that AI is already used for at work, from real usage. It is not a forecast of job loss, and a low number means no use seen yet. Source: Anthropic Economic Index.

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TikTok has filed one layoff notice in the last twelve months, covering 250 workers, most recently August 2026. These are public filings with state labor departments, and an open role can sit alongside them. See the filings

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About the job

Logistics Service Excellence (LSE) is a global team responsible for building and optimizing service capabilities across TikTok Shop logistics.

The team focuses on developing customer service platforms, improving service experiences across logistics scenarios, and enhancing seller experience through operational and process improvements. We work closely with Logistics Operations, Product, and Engineering teams to design scalable solutions that improve service quality, operational efficiency, and overall seller experience.

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 Logistics Operations, Product, Engineering, and Policy teams to bridge process gaps, clarify ownership, and streamline cross-team handoff and escalation paths. - Establish SOP governance frameworks and change management workflows to seamlessly translate policy, product, or business updates into operationally executable guidelines for BPO/vendors. - Monitor SOP compliance and execution quality through operational audits, perform root-cause analysis on process deviations, and drive corrective actions with relevant stakeholders. - Partner with Product and Engineering teams to embed SOP logic, handling workflows, decision trees, and automation rules into CRM systems and frontline-facing tools. - Analyze key operational and cost metrics (CSAT, SLA, escalation rate, claims) and frontline feedback to evaluate SOP effectiveness and drive closed-loop structural process improvements.

Minimum 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

Preferred Qualifications - Experience managing BPO/vendor operations, including performance management and quality improvement - Experience in logistics, aftersales, or seller service operations, with understanding of end-to-end service flows - Experience driving service experience and cost optimization initiatives (e.g., compensation control, claims, recovery improvement) - Experience working with CRM systems, tooling, or automation, and partnering with Product/Engineering to improve workflows