Workforce Manager, Customer Support - USDS

About the Team

We are TikTok USDS Customer Support team, dedicated to delivering industry-leading support for our users and creators while safeguarding the U.S. user experience. We help inspire creativity and bring joy by operationalizing safety policies with rigor, proactively protecting our community through technology, and ensuring our support ecosystem remains trusted, compliant, and aligned with evolving U.S. regulatory expectations.



Responsibilities

- Build and operationalize comprehensive and flexible forecast models to drive efficiency.

- Own and manage WFM key metrics such as volume and capacity forecast accuracy, schedule efficiency, productivity, etc.

- Orchestrate, prepare, and conduct business reviews with key vendors and internal partners. Participate in workforce planning activities in coordination with internal teams.

- Manage workforce planning analysis and reporting.

- Manage multiple analytics projects and ad-hoc requests with great flexibility and tolerance for ambiguity. Automate routine data collection.

- Drive continuous improvement efforts by reviewing data, standards, policies and the execution of established processes to identify gaps and iterating on best practices

- Leading / participating in cross group collaboration meetings with global stakeholders to share knowledge, best practices, and governance of forecast and capacity planning processes.

- This is an individual contributor position.