TikTok Shop - GTL Logistics - SLA & Performance Management Lead - Indonesia

Responsibilities

The SLA & Performance is responsible for monitoring and improving end-to-end operational network performance within the e-Commerce logistics environment (first-mile, hub/sorting, linehaul, last-mile delivery, and returns)

- Design, develop, and implement operations performance improvement frameworks, methodologies, and processes across First Mile, Middle Mile, Last Mile, and SOC operations.
- Identify opportunities to improve existing operational processes and establish standardized approaches to ensure consistency across all operational areas.
- Develop and implement improvement initiatives based on operational needs, business priorities, and performance trends.
- Analyze operational performance data to identify recurring issues, performance gaps, process inefficiencies, and bottlenecks.
- Conduct structured root cause analysis to identify underlying drivers of operational issues and translate findings into actionable improvement strategies.
- Prioritize improvement opportunities based on business impact, operational risks, and potential performance gains, and monitor the effectiveness of implemented solutions.
- Design and develop performance scorecards to measure operational performance across relevant processes, teams, and operational areas.
- Define KPIs and performance metrics that accurately reflect operational performance, and establish targets and benchmarks aligned with business objectives.
- Lead cross-functional collaboration with Ground Operations teams to translate performance insights into actionable initiatives, and drive accountability on execution effectiveness
- Act as a bridge between performance strategy and operational execution to ensure improvement initiatives deliver measurable and sustainable results.

Qualifications

Minimum Qualification(s)
- Bachelor's degree in Industrial Engineering, Supply Chain Management, Logistics, Business Administration, or a related field.
- Minimum 4 years of experience in Operations Excellence, Quality Assurance, Process Improvement, Logistics Operations, or a related function.
- Strong analytical and problem-solving skills with experience in root cause analysis and CAPA methodologies.
- Proficiency in data analysis and reporting tools (e.g., Excel, Power BI, Tableau, or similar).
- Experience conducting operational audits, quality assessments, and process reviews.