TikTok Shop Live Operations Manager

POP MART•Los Angeles, CA

3d•Onsite

About The Position

POP MART is hiring a TikTok Shop Live Operations Manager to lead its US local live-streaming project, a core part of the company’s expanding overseas business. Based at the Culver City, California office, this role is expected to work onsite five days per week. The manager will build the US live-streaming team and talent system from the ground up, oversee end-to-end live studio operations, and drive GMV growth for designer toy live streams across North America. The role covers host and operator recruitment, performance management, compensation and scheduling systems, onboarding and training, studio planning, campaign development, data analysis, workflow standardization, and cross-department coordination. The manager will work with US-based staff and China headquarters, as well as product, supply chain, warehouse, customer service, social media, and short-video teams. They will also manage live-streaming emergencies, including fulfillment problems, customer complaints, and social media backlash.

Requirements

3–7 years of hands-on TikTok cross-border e-commerce experience with full ownership of overseas live-streaming studios.
In-depth expertise in TikTok traffic algorithms, short-video traffic acquisition, and live conversion mechanisms.
At least 2 years of live-streaming team management experience.
A proven track record of building live operations teams and independently recruiting and training local hosts.
Fluent English for daily work and seamless communication with US local staff and overseas influencer partners.
Strong data-driven skills, including identifying traffic, conversion, and host performance bottlenecks from live-streaming backend data and implementing targeted optimizations.
Strong coordination skills and stress tolerance, with flexibility to align with US-China time zones and coordinate cross-regional teams.
Ability to independently resolve live-streaming PR crises and fulfillment emergencies.

Nice To Haves

Prior TikTok live-streaming experience in designer toys, blind boxes, art figurines, or cultural merchandise.
Deep understanding of US designer toy fan consumption habits and local entertainment content culture.
An existing personal network of local US live-stream hosts and MCN influencers.

Responsibilities

Build the local US live-streaming team and talent system, including recruiting hosts and on-site operators through sourcing, interviews, trial broadcasts, and contract signing.
Manage hosts and live operations teams, including performance assessment, compensation incentives, scheduling, onboarding, and training.
Create training materials covering designer toy live-streaming scripts, product knowledge, and TikTok platform compliance.
Reduce host turnover, resolve cross-cultural conflicts, and respond to live-streaming emergencies such as order fulfillment issues, escalated customer complaints, and social media backlash.
Develop monthly live-streaming plans, schedules, and product release cadences for US live rooms.
Design live-streaming campaigns, new-product sessions, and fan-benefit activities tailored to US entertainment culture, fan preferences, and POP MART IPs.
Review daily live-streaming data, including traffic, conversion rate, and average order value, and implement optimizations to increase GMV.
Create standard operating procedures for US local live studio operations.
Coordinate with product, supply chain, warehouse, and customer service teams to support reliable overseas order fulfillment.
Coordinate with overseas social media teams and short-video content teams to drive traffic to live rooms.
Break down team targets into monthly US team GMV KPIs, track progress, and maintain performance records.
Host regular cross-border review meetings with US on-site and China headquarters teams, guide operators, and develop repeatable live-streaming playbooks for overseas markets.