TikTok Shop – Moderation Workforce Management Program Manager

Overview

In this role, you will lead workforce planning and capacity management for BPO-based moderation sites within TikTok Shops Global Moderation team. You will build data-driven models to forecast volume, set multi-dimensional capacity plans, and balance customer experience with cost efficiency. You will partner with operations, governance, and product stakeholders to ensure staffing aligns with demand and SLA goals. The role offers impact by shaping moderation capacity at scale in a fast-paced marketplace environment.

Responsibilities

• Lead workforce planning for BPO sites and administer WFM processes across multi-site operations
• Create forecasting data models and capacity plans to balance SLA, cost, and experience
• Monitor performance, adjust schedules, and ensure staffing meets forecasted volumes
• Collaborate with Partner Operations Managers to respond to volume shifts and absenteeism
• Drive continuous improvement of WFM tools, processes, and data integrity
• Provide planning support to stakeholders (Moderator, Product, and Operations teams)
• Translate workflow needs from governance/algo/business teams into headcounts and execution plans

Key requirements

• Extensive experience in workforce management or capacity planning in multi-channel & multi-site environments
• Proficient Excel skills and data analysis, including formulas and Pivot Tables
• Strong communication, data interpretation, and ability to present technical analyses clearly
• Excellent problem-solving, prioritization, and fast-learning abilities
• Bachelors Degree or equivalent education/experience

• strong communication
• data-driven
• cross-functional collaboration
• Excel and Pivot Tables
• data analysis
• SQL

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