TPA Customer Solution Manager

The purpose of the TPA Customer Solution Manager role is to drive the successful integration and onboarding of strategic e-commerce merchants onto the TikTok Shop platform by acting as a trusted technical advisor and solutions expert.

This role bridges the gap between business needs and technical execution, ensuring seamless system integration through close collaboration with internal stakeholders, external merchants, and technology partners. You will work on 1st Party, 3rd Party Apps and API integrations to enable scalable, long-term success for merchants whilst contributing valuable market insights to guide TikTok Shop's product development roadmap.

Responsibilities:

• Partner with account management (and other internal stakeholders) for onboarding strategic merchants as well as supporting post-onboarding troubleshooting for all High Priority merchants.
• Act as the trusted technical advisor to merchants, guiding them through discovery, design and implementation when integrating 1st Party (example: Shopify) Apps, 3rd Party Apps and API integrations with the TikTok Shop platform.
• Provide expert advice based on industry best practices, integration patterns and in-depth product knowledge of the TikTok platform, its apps and APIs to support end-to-end integrations with target platforms, such as Salesforce Commerce Cloud, Shopify, Netsuite, API, etc.
• Align merchants, technology partners, and system integrators to implement successful integrations at macro and micro design phases. Ensures adherence to integration standards, policies and governance.
• Collaborate closely with merchants, internal technical support and engineering teams for customer issue diagnosis and resolution.
• Capture learnings and market feedback. Provide market insight to guide product roadmap. Scale best practices to achieve long-term success.

Minimum requirements:

• Bachelor's degree or above, with preferably 3+ years of experience in product operations, Technical Account Management, Solutions Architect, Customer Success Management, or similar roles supporting large enterprise clients; experience with Shopify and API integrations is preferred.
• Strong understanding of the e-commerce ecosystem and architecture, with expert-level knowledge of system integrations, integration patterns, best practices, and common technology stacks.
• Strong project management skills, with the ability to manage multiple integration workstreams in parallel, coordinate cross-functional stakeholders, and deliver against timelines in a fast-paced environment.
• Strong ability to analyze technical concepts, translate them into business terms, and map business requirements to technical solutions.
• Exceptional attention to detail and organization.
• Professional working proficiency in English and Arabic is required. Native or professional working proficiency in Korean / Japanese is strongly preferred.