TikTok Shop - Workforce Management Program Manager

TikTok Shop - Workforce Management Program Manager

Location:

Employment Type:

Regular

Job Code:

A133900C

Responsibilities

• - Manage workforce planning for BPO sites to ensure adequate staffing level.
• - Create data models for business volume forecasting and set up multi-dimensional capacity models to balance user experience and cost effectiveness.
• - Design shifts complying with local labor laws and adjust plans quickly for unexpected operational changes.
• - Drive continuous improvement of WFM processes, tools, and systems.
• - Own BPO performance management, proactively identifying outliers, performance gaps and root causes to drive measurable improvements against business targets.
• - Partner with QA (Quality Assurance), KMT (Knowledge Management Training) / SOP (Standard Operating Procedure) and Operations to translate performance insights into corrective actions that improve seller, buyer, and creator satisfaction.
• - Ensure BPO execution, SOPs, KMT and quality standards remain aligned with GVM global practices and country-level business priorities.
• - Support BPO billing governance, validating headcount, attendance, productivity and delivered services to ensure billing accuracy and cost efficiency.
• - Act as the key interface between BPOs, Country Leads, Strategy, GVM, Global QA, Automation and in-house teams to align priorities and drive end-to-end operational execution.

Qualifications

• - Minimum Qualification(s):- Experience as a WFM individual contributor with regional/global scope in multi-channel & multi-site workforce management or capacity planning.
• - High Oral/Written proficiency in English and Spanish is required for this role due to cross functional collaboration with global teams.
• - Preferred Qualification(s):- Experience in e-commerce, marketplace, or platform operations.
• - Familiarity with customer service KPIs (CSAT, SLA, AHT, FCR, contact rate, etc.).
• - Proficient in data analysis and familiar with business intelligence tools; experience with SQL, HQL, and WFM systems is a plus.
• - Bachelor's degree or equivalent education/experience; an advanced degree is preferred.

Job Information

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an \"Always Day 1\" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok Accommodation

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at

Ready for a career

at TikTok?

Discover a career that energizes and excites you every day.