Responsibilities
Drive scalable, cost-efficient acquisition and activation of high-quality sellers by identifying growth opportunities, designing onboarding strategies, and partnering with product, operations, and commercial teams to improve seller self-serve experiences. The role is accountable for converting newly acquired sellers into GMV-generating contributors through data-driven interventions, process optimization, and product feature enhancements. - Define and execute the Targeted incubation strategy across Fashion, FMCG, Lifestyle 1, Lifestyle 2 and Auto-EL clusters on TTS and Toko: quarterly DAGMV target-setting, cluster-level breakdown, and basic-seller unlock roadmap. - Own Basic Seller performance across TTS ROI2 / GMV Max, Mega Campaign participation, Basic Product Adoption, Content Basic and ShopTab Basic; design force-registration, opt-in affiliate and Robocall interventions. - Manage BPO Operations for the entire Targeted book: management ratio, seller-movement governance (keep sellers with same AM), IH POC continuity, agent hiring & ramp, and monthly capacity plans. - Drive Responsiveness KPIs: seller response rate, first-response-time < 30 min, 2-way weekly communication frequency, WhatsApp / phone bind rates and OCIC data quality. - Own Agent Effectiveness & NPS: partner with QAT on scenario-based SOPs, dynamic issue-escalation playbook, centralised policy channel, and category-specific training for GNE, Ads and Campaign topics. - Own the Robocall / AI-host outreach program: use-case selection (unresponsive sellers, product-supply push, campaign registration), script iteration, consent flow and connected-rate tracking; partner with the Robocall product owner on setup and QA. - Own the Seller Mission operating model: mission portfolio design (opt-in affiliate, deal hunting, campaign participation, GMV growth missions), targeting, injection cadence and impact measurement. - Drive platform fundamentals — available products, Product Show PV, Product Click PV — through supply push with responsive sellers and Robocall for the rest of the pool. - Design cluster-and-AOV-based platform vouchers with Growth / Category / Campaign teams to lift basket size and efficient GMV growth. - Run the Q1/Q2 review cadence (highlight, lowlight, next-quarter plan) and cross-functional working groups with Ads, Campaign, Growth, Mission and Product PMs; convert seller-visit and NPS insights into concrete platform / policy asks. - Report monthly on cluster DAGMV, basic-seller adoption, responsiveness, agent NPS, Robocall connected-rate and mission adoption to ID SMB leadership.
Qualifications
Minimum Qualification(s) - 5+ years of experience in e-Commerce operations, seller / account management, category management, growth or product-operations roles at a marketplace, platform or high-growth internet business; at least 2 years leading a book of managed sellers on a marketplace. - Proven ability to manage a scalable process — designing ratios, playbooks, monitoring dashboards, and tech-enabled operations (mission platforms, self-serve growth loops, AI-outreach / robocall) — to hit GMV, adoption and NPS targets simultaneously. - Hands-on experience managing a BPO / vendor workforce: SLA design, ramp plans, quality QA, incentive schemes and multi-vendor comparison. - Analytical and structured problem-solver, comfortable pulling cohort / cluster / channel / campaign views and translating them into weekly operational moves. - Excellent cross-team collaboration with Product, Ads, Campaign, Growth, Mission and Central Ops; fluent in English and Bahasa Indonesia to work with Indonesia sellers, BPO agents and regional cross-functional partners. Preferred Qualification(s) - Prior experience in Fashion, FMCG, Beauty, Baby, Lifestyle, Home & Living, Automotive, 3C / Electronics or other high-frequency or high-AOV categories in Indonesia or SEA e-commerce. - Familiarity with AI-driven customer-outreach systems (robocall, chatbot, mission platforms) and with running A/B tests on outreach content, cadence and consent flows. - Structured and original thinker, strong data sense, analytical skills and judgment capability — comfortable operating with incomplete dashboards and moving forward on best available evidence. - Quick learner, proactive and resilient; able to thrive in a fast-paced, ambiguous, multi-platform (TTS + Tokopedia) environment.
Job Information
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
