TikTok Shop - FBT Merchant Solution Manager

fillment methods, and core pain points (e.g., LDR violations, high logistics costs, inconsistent dispatch SLAs) - and use data and business judgment to recommend the most suitable fulfillment solution (FBT / CBT / TikTok Shipping);
2. Clearly articulate the value proposition and use cases of each fulfillment solution to merchants, including cost savings (up to 30% logistics cost reduction), governance metric exemptions (OTDR, LDR, VTR, NRR, CCR), delivery speed improvements (3-day delivery), and platform traffic benefits - empowering merchants to make informed, business-driven decisions;
3. Own end-to-end onboarding support for merchants transitioning to FBT or CBT - including inbound planning (IBR target setting), warehouse configuration guidance, operational process alignment, and system setup confirmation - ensuring a smooth migration from existing fulfillment methods;
4. Proactively monitor and support merchants post-onboarding, identifying and resolving operational blockers (e.g., capacity requests, inventory planning, billing discrepancies, carrier handover issues) to maintain a stable fulfillment experience and drive continued FBT utilization growth;
5. Systematically document merchant pain points and product gaps encountered during solution selection and onboarding, conduct root cause analysis, and translate findings into high-quality product improvement proposals that drive continuous enhancement of the FBT/CBT merchant experience;
6. Actively participate in merchant recruitment and onboarding for new FBT/CBT capabilities (e.g., Large & Bulky, Aerosols, Multi-FC) - identifying eligible merchants, leading one-on-one merchant conversations, tracking merchant readiness, and driving scaled adoption of new capabilities;
7. Collaborate closely with BD, AM, and LSE teams to provide logistics solution support at each stage of the merchant funnel, ensuring a smooth and efficient conversion path from merchant interest to active FBT usage.

Qualifications

Minimum Qualifications:

• Bachelor's degree or above; 3+ years of experience in e-commerce logistics, supply chain, or merchant operations.
• Solid e-commerce logistics knowledge, including warehousing, inbound operations, first-mile logistics, last-mile delivery, platform fulfillment policies, and governance metrics (LDR, OTDR, NRR, CCR, etc.).
• Strong solution diagnosis and problem-solving skills; ability to quickly identify merchant pain points from business data and propose actionable solutions.
• Excellent merchant communication and relationship management skills; ability to translate complex logistics logic into clear, compelling, merchant-friendly language.
• Ability to communicate effectively in cross-cultural, multi-team settings.

Preferred Qualifications:

• Experience as a logistics solution consultant, merchant support specialist, or BD at Amazon FBA, Cainiao, Shopify Fulfillment, or comparable e-commerce platforms is a strong plus.
• Hands-on experience with FBT, CBT, or TikTok Shipping operations or merchant support is preferred.
• Familiarity with cross-border e-commerce merchant operations and decision-making logic; experience serving Chinese sellers is a plus.
• Experience supporting merchants across multiple categories (beauty, apparel, FMCG, large/bulky items, etc.) in logistics solution adoption is preferred.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $115520 - $209380 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.