Associate Manager, Digital Commerce & TikTok Shop Operations

Position Summary

As the Associate Manager of Digital Commerce and Operations, you will serve as the critical bridge between our digital commerce strategy and operational execution. You will ensure our platforms run seamlessly, overseeing everything from inventory management and product launches to merchandising and cross-functional go-to-market coordination. This role requires a highly organized, detail-oriented professional who thrives in a fast-paced environment and can collaborate effectively with Supply Chain, Marketing, Master Data, and Brand teams to deliver an exceptional digital shopping experience.

TikTok Shop Operations

Manage Catalog PIDs and create optimized product listings.

Optimize Product Detail Page images and copy specifically for the TikTok platform.

Set up shop-wide promotions, maximize platform incentives and opportunities, and proactively monitor and register for TikTok Shop campaigns.

Operate the TikTok Shop owner account and ensure all shop setup information remains current. This includes managing access sharing, app syncing, and account settings.

Ensure the seller account maintains a high Shop Performance Score by actively monitoring, managing, and troubleshooting violations across the TikTok Shop platform.

Oversee platform customer service by responding to messages, monitoring conversations, and managing customer relationship messaging through platform direct messages and customer emails.

Monitor and respond to shopper product reviews to drive engagement and build consumer trust.

Partner closely with the internal Customer Service team to manage customer communications regarding any order or fulfillment issues.

Cross-Functional Collaboration

Collaborate with distribution partners to provide order uplift forecasts ahead of major events to ensure proper staffing and service level agreement maintenance.

Serve as the primary liaison with the Master Data team to ensure items are set up correctly, pricing is accurate, and product statuses are current.

Support the Development team in troubleshooting errors impacting the TikTok Shop integration and assist with placing TikTok Shop test orders for User Acceptance Testing across production and development environments.

Assist the Accounting team with reconciliation inquiries and coordinate with the external TikTok team when additional support is required.

Forecasting, Planning & Reporting

• Monitor inventory levels to support commerce programs, working closely with Demand and Supply teams to ensure forecasts and replenishments meet digital commerce needs.
• Review fulfillment metrics daily, oversee comprehensive order management such as returns, refunds, and order cancellations, and communicate any identified issues promptly.
• Track launch dates, ensure inventory arrives on schedule, and conduct thorough smoke testing of all new items prior to launch.
• Assist leadership with forecasting pre-work by analyzing past internal data and market insights to inform unit forecasts.
• Attend sales and operations planning calls, as well as innovation cycle meetings, to review forecasts and ensure demand teams have the necessary information to update dashboards.
• Manage and update the order forecasting files for North America, adjusting as needed based on program changes.
• Maintain plan files to ensure dashboards remain accurate and keep comprehensive trackers up to date for promotions, innovation launches, and digital commerce exclusives.

• Experience in social commerce operations, digital commerce, or merchandising, with a strong preference for candidates possessing beauty & personal care or Consumer Packaged Goods industry experience.
• Proven hands-on experience managing TikTok Shop operations is required, while familiarity with Shopify is considered a strong advantage.
• Familiarity with order routing and inventory management platforms, such as Pipe17, is a strong advantage.
• Strong analytical skills with experience using data visualization tools like Power BI and managing complex spreadsheets.
• Excellent cross-functional communication skills, demonstrating the ability to collaborate effectively with a diverse range of partners.
• Highly organized with a proven ability to manage multiple trackers, product launches, and operational workflows simultaneously.