TikTok Shop - Core Seller Acquisition Operations Manager

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy e-Commerce platform with a delightful service experience.

Within GNE, the Service Support Centre (SSC) provides customer service for Buyers, Sellers, and Creators across the globe. We are seeking a Core Seller Growth Specialist.

Responsibilities

• Own the day-to-day operations and continuous improvement of the Core Seller acquisition program in Mexico, ensuring consistent execution against defined strategies, SOPs, quality standards, and performance targets.
• Manage the end-to-end acquisition funnel from lead intake, refinement and prioritization through outreach, registration, qualification, and successful onboarding, with clear operating standards and ownership at each stage.
• Work closely with BPO teams to ensure strict and consistent execution of defined acquisition strategies and SOPs, including lead handling, outreach cadence, seller communication, follow-up, disposition, and documentation.
• Establish and manage operating mechanisms including daily/weekly performance reviews, funnel tracking, agent productivity management, quality audits, root-cause analysis, and corrective action plans.
• Deep dive funnel performance to identify conversion losses across lead quality, contactability, seller intent, agent execution, registration, and qualification, and translate findings into measurable improvement actions.
• Apply structured continuous improvement methodologies such as Lean, Six Sigma, PDCA, root-cause analysis, and process mapping to identify operational gaps, reduce waste, improve conversion, and increase agent productivity.
• Build clear performance benchmarks and identify gaps across agents, lead segments, channels, and BPO operations; replicate top-performing practices and address underperformance through structured improvement plans.
• Partner with in-house teams to continuously refine acquisition strategy and translate strategy changes into clear SOPs, training materials, QA standards, and frontline execution requirements.
• Personally deep dive representative seller cases and, when necessary, engage sellers directly to understand seller intent, validate operational hypotheses, and distinguish market constraints from execution issues.
• Identify recurring platform or process blockers affecting seller onboarding and work cross-functionally with Product, Moderation, Logistics, Risk, and other teams to drive systemic resolution.
• Maintain strong operational governance with BPO partners, ensuring adequate staffing, training readiness, performance management, issue escalation, and execution quality.
• Design and run controlled operational pilots, measure impact, and determine whether successful improvements should be standardized and scaled.

Qualifications

• 5+ years of experience in operations, sales operations, business operations, process improvement, marketplace operations, or related roles, preferably in e-commerce, technology, BPO, or high-volume operational environments.
• Strong operations management mindset with demonstrated experience building or managing standardized processes, SOPs, performance mechanisms, and frontline execution.
• Strong analytical skills with the ability to break down acquisition funnels, identify performance gaps, conduct root-cause analysis, and translate insights into measurable operational actions.
• Strong understanding of frontline/BPO operations, including productivity management, QA, training, performance management, capacity, and operational governance.
• Highly execution-oriented and hands-on; comfortable moving between performance data, frontline operations, seller cases, and cross-functional problem solving.
• Strong ownership and ability to independently drive problems from diagnosis through implementation and measurable improvement.
• High Oral/Written proficiency in English and Spanish is required for this role due to cross-functional collaboration with global teams.

Preferred Qualification(s):

• Experience with continuous improvement methodologies such as Lean, Six Sigma, PDCA, DMAIC, or similar process excellence frameworks is strongly preferred; Lean Six Sigma certification is a plus.
• Comfortable working in a fast-paced, ambiguous environment with evolving processes.
• Familiar with e-Commerce ecosystem, particularly Mercado Libre, Amazon, DTC sellers, and marketplace seller acquisition.