Merchant Growth Strategy Operations Manager, Platform Logistics

Fulfilled by TikTok (FBT) is TikTok Shop’s in-house service that handles storage, packing, and shipping for merchants. We are looking for a Merchant Growth Strategy Operations professional to support the growth of platform logistics services, including FBT and TT Shipping. This role will focus on identifying growth opportunities through data analysis, merchant insights, strategy design, and project management.

The ideal candidate will help drive merchant adoption, conversion, and retention for platform logistics solutions, while improving logistics penetration, fulfillment efficiency, and merchant experience.

Key Responsibilities:
Data Analysis and Growth Opportunity Identification

• Analyze merchant segmentation, order fulfillment, logistics usage behavior, conversion funnels, cost performance, and churn patterns to identify growth opportunities and business challenges.
• Evaluate merchant adoption, conversion paths, usage barriers, and growth potential across FBT, TT Shipping, and other platform logistics scenarios.
• Translate data findings into business diagnosis, growth hypotheses, strategic recommendations, and prioritization proposals.

Merchant Insights and Problem Diagnosis

• Organize or participate in merchant interviews, surveys, and case reviews to understand merchant pain points related to logistics cost, fulfillment efficiency, pickup experience, inventory management, and issue resolution.
• Combine qualitative merchant feedback with quantitative business data to identify common pain points, key blockers, and potential opportunities.
• Prepare merchant interview summaries, research reports, and business insight reports to support solution development and business decisions.

Growth Strategy Design and Execution

• Design merchant growth strategies and operational plans for different merchant segments and business goals, including merchant conversion, activation, reactivation, segmentation operations, incentive programs, and education campaigns.
• Translate business problems into clear project goals, strategy roadmaps, execution plans, and success metrics.
• Track project performance, conduct post-project reviews, and iterate strategies based on data and business feedback.

Project Management and Cross-functional Collaboration

• Manage key growth projects, including goal setting, milestone planning, progress tracking, risk identification, and performance review.
• Work closely with Product, Business Development, Logistics, Merchant Operations, Data, and User Research teams to drive project execution.
• Build project dashboards, tracking mechanisms, and regular reporting processes to improve transparency and execution efficiency.

Reporting and Knowledge Building

• Deliver regular business analysis reports, project updates, strategy proposals, and leadership-facing presentations.
• Build and maintain merchant growth playbooks for platform logistics, including merchant segmentation models, conversion strategies, operation SOPs, project reviews, and best practices.
• Support business decision-making through structured problem solving, clear communication, and data-driven recommendations.

Minimum Qualifications:

• Bachelor’s degree or above, with at least 2 years of experience in internet platform businesses, business analysis, strategy operations, merchant operations, growth operations, logistics operations, or management consulting.
• Strong analytical skills, with the ability to independently structure problems, analyze data, synthesize insights, and develop actionable recommendations. Proficiency in Excel/Google Sheets is required
• Strong structured thinking and business analysis capabilities, with the ability to identify key issues in complex business scenarios and develop clear solution paths.
• Solid project management skills, with experience driving cross-functional initiatives from goal setting and planning to execution, risk management, and post-project review; Results-driven, proactive, and comfortable working in a fast-paced and evolving business environment.
• Strong communication and collaboration skills, with the ability to work effectively with Product, Operations, Business Development, Logistics, Data, and - Research teams; Excellent documentation and presentation skills, with the ability to produce high-quality analysis reports, strategy proposals, and project review materials.

Preferred Qualifications

• Experience in internet business analysis, platform strategy operations, growth strategy, merchant operations, or management consulting is highly preferred.
• Experience in e-commerce platforms, cross-border e-commerce, logistics fulfillment, warehousing, official shipping solutions, or merchant growth is a plus.
• Familiarity with FBT, platform fulfillment, TT Shipping, last-mile delivery, pickup operations, or logistics performance management is preferred.
• SQL skills are preferred.