TikTok Shop - Middle Mile Dispatch Manager

Description

Team Overview
The team's mission is to improve delivery experience while minimizing costs from Fulfillment by TikTok (FBT) via seamless integrated FBT product solution and operation.

The Middle Mile Linehaul Dispatcher is responsible for the real-time execution, monitoring, and coordination of linehaul transportation movements across our fulfillment network. This role ensures that scheduled and ad-hoc linehaul loads are dispatched, tracked, and completed in alignment with service level commitments, capacity plans, and operational SOPs. The dispatcher plays a critical role in maintaining network flow, resolving execution issues, and ensuring continuity across shift handoffs in a 24/7 operating environment.

Responsibilities
1. Dispatch & Load Execution
- Dispatch scheduled and ad-hoc linehaul movements, including FTL, multi-stop, shuttle, and recovery loads
- Tender, release, and manage loads within TMS/TMC systems
- Validate carrier acceptance, driver assignment, equipment type, and scheduled pickup and delivery times
- Execute pre-ordered capacity plans and adjust dispatching based on real-time network conditions
2. Real-Time Monitoring & Exception Management
- Monitor loads using real-time tracking and visibility tools
- Identify, troubleshoot, and resolve execution issues such as late departures, missed appointments, equipment failures, or driver delays
- Escalate service risks and operational incidents according to defined escalation paths
- Execute contingency and recovery actions, including re-dispatch, re-routing, or alternate carrier sourcing
3. Carrier, Yard & Stakeholder Coordination
- Act as the primary point of contact for carriers, drivers, yards, and hubs during assigned shifts
- Communicate ETAs, load status updates, and exceptions to internal stakeholders
- Coordinate with warehouse and yard teams to align arrival and departure timing with dock availability
- Ensure proper documentation flow, including BOLs, PODs, and appointment confirmations
4. Appointment, Wave & Yard Management
- Coordinate pickup and delivery appointments across hubs and facilities
- Support wave-based dispatch and appointment windows to maintain throughput and CPT adherence
- Adjust dispatch plans in response to yard congestion, dwell risks, or wave overflow scenarios
5. Data Accuracy & Shift Handoffs
- Maintain accurate, real-time load status, timestamps, and notes in operational systems
- Perform structured shift handoffs, ensuring all in-progress loads, risks, and escalations are clearly documented
- Support post-shift reconciliation and root cause analysis for service failures
6. Process Adherence & Continuous Improvement
- Follow dispatch SOPs, safety standards, and escalation protocols
- Identify recurring operational issues and contribute to process or tooling improvements
- Support peak season operations, surge volume, and network contingency planning

Requirements

Minimum Qualifications
- 1+ years of experience in transportation dispatch, linehaul operations, or logistics execution
- Working knowledge of TMS/TMC platforms and real-time load tracking tools
- Strong problem-solving skills in a fast-paced
- Excellent communication skills with carriers, drivers, and internal teams
- Ability to work flexible, non-standard hours in a shift-based operation; This role operates on a shift-based schedule supporting 24/7 linehaul operations. Shifts may include overnight, early morning, weekend, and holiday coverage

Preferred Qualifications
- Experience supporting e-commerce linehaul networks
- Familiarity with appointment-based warehouse operations and wave scheduling
- Exposure to transportation KPIs such as on-time departure/arrival, dwell time, and cancellation rates
- Comfort working with dashboards, operational metrics, and exception reporting