Head of TikTok Shop

SocialCommerceClub

2d•Remote

About The Position

The Head of TikTok Shop is responsible for building, leading, and scaling a high-efficiency TikTok Shop (TTS) engine. This role oversees the collective performance, profitability, and operational excellence of all TTS pods, with a primary objective of maintaining a 70% Gross Margin standard. The focus is on scaling through superior systems and automation rather than solely through headcount. The Head of TikTok Shop operates at the intersection of Strategy, Leadership, and Profitability, acting as the architect of the TTS playbook, a mentor to Strategists, and the guardian of the department’s bottom line. A key aspect of the role is operational leverage, identifying opportunities to replace human effort with SOPs, AI, or specialized offshore support to maintain low delivery costs and high quality.

Requirements

Successfully scaled high-volume TikTok Shop accounts and understand the platform's "pain points."
Ability to think in systems and automate manual tasks to save margin.
Experience as a "Manager-Doer" capable of leading strategy meetings and auditing operational efficiency.
Obsessed with the Economics of Service, understanding the translation of time and talent to profit.
Experience in developing and refining standardized methodologies for service delivery.
Proficiency in conducting efficiency audits and identifying areas for improvement.
Knowledge of TikTok platform changes and ability to integrate them into workflows.
Experience in P&L management and margin optimization.
Ability to monitor execution rates and intervene when necessary.
Experience in resource planning and capacity forecasting.
Direct management experience, including conducting 1:1s and focusing on professional growth.
Experience in talent development and creating promotion pipelines.
Experience in leading technical interview processes.
Experience handling high-stakes client escalations and developing save plans.
Experience participating in client business reviews.
Experience in churn mitigation and conducting post-mortems.
Experience identifying bottlenecks and partnering with technical teams for automation.
Experience ensuring visibility through dashboards and reporting.

Nice To Haves

Understanding of offshore support models for cost optimization.

Responsibilities

Develop and refine the "TTS Way" playbook, including standardized methodology for shop structure, creator scaling, and ad integration.
Conduct regular "Pod Audits" to ensure Command Center hygiene and identify "labor leaks" where pods are over-servicing.
Stay informed about TikTok platform changes to integrate them into the team’s workflow.
Own the P&L for the TTS department, ensuring pods operate at a 70% Gross Margin by optimizing staffing ratios and reducing "rework."
Monitor the 90% execution rate across all pods and intervene when pods fall behind on SLAs or client KPIs.
Forecast capacity with the Head of Service Delivery and trigger hiring only when utilization hits thresholds that threaten the 70% margin.
Directly manage Strategists, conducting weekly 1:1s focused on portfolio health, margin maintenance, and professional growth.
Bridge the gap between Associate and Strategist roles to ensure a talent pipeline for promotion.
Lead the technical interview process for new TTS hires.
Act as the primary point of contact for "Code Red" client situations, developing save plans and navigating sensitive renewals.
Join quarterly business reviews (QBRs) for top-tier clients to provide executive-level confidence and expansion ideas.
Maintain the Logo Churn target of <2%, conducting post-mortems on lost accounts to improve the system.
Identify delivery bottlenecks and partner with Ops/Dev to automate or "SaaSify" manual tasks.
Ensure dashboards exist for visibility into delivery health and pod margins.