TikTok Shop - FBT Merchant Solution Manager

Responsibilities

• Conduct in-depth assessments of target merchants' business profiles - including order volume, category mix, warehouse location, existing fulfillment 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);
• 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;
• 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;
• 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;
• 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;
• 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;
• 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.

Requirements

• 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.
• 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.
• 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 le

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