Apply on Employer Site

TikTok · 2 days ago

Workforce Management Lead, Trust & Safety - USDS

San Jose, CA

Full-time

Onsite

Mid, Senior Level

$110K/yr - $241K/yr

5+ years exp

TikTok is the leading destination for short-form mobile video, and they are seeking a Workforce Management Lead to drive the strategy and execution of workforce management and capacity planning. The role involves overseeing forecasting, scheduling, and real-time queue management while collaborating with internal stakeholders and external partners to optimize resource allocation and meet service goals.

Content CreatorsContent DiscoveryMedia and EntertainmentSocial MediaVideo

H1B Sponsor Likely

Responsibilities

Lead and manage the Workforce Management and Capacity Planning team "Delivery Services", fostering a collaborative and high-performance culture

Develop and implement strategies that align with operational and financial goals, ensuring optimal staffing levels and resource allocation

Oversee the forecasting, scheduling, and real-time management of workforce resources to meet service level agreements (SLAs) and operational demands

Utilize data analytics and workforce management tools to optimize staffing efficiency and improve service delivery

Analyze current and future operational needs to develop comprehensive capacity plans that support user support operations and content moderation

Collaborate with cross-functional teams to identify trends, potential risks, and opportunities for process improvements

Collaboration with internal and external (BPO) operational delivery teams on queue management through a centralized command centre

Conduct detailed operational workforce forecasting to project staffing needs based on historical data and anticipated demand fluctuations

Develop financial forecasts related to workforce costs, ensuring alignment with overall budgetary goals and operational efficiency

Provide insights and recommendations to leadership regarding resource allocation and financial planning to optimize operational performance

Establish key performance indicators (KPIs) to measure the effectiveness of workforce management and capacity planning initiatives

Regularly review performance data and provide actionable insights to stakeholders to drive continuous improvement

Work closely with user support and content moderation teams to understand their needs and challenges, ensuring alignment in workforce planning

Partner with senior leadership to communicate workforce, financial and operational strategies and updates effectively

Collaboration with internal and external (BPO) operational delivery teams on queue management through a centralized command centre

Mentor and develop team members, promoting professional growth and knowledge sharing within the team

Ensure the team is equipped with the necessary skills and tools to succeed in a dynamic operational environment

Qualification

Workforce ManagementCapacity PlanningData AnalyticsLeadershipForecastingFinancial PlanningCommunicationInterpersonal SkillsMentoringCollaborationAdaptability

Required

Bachelor's degree in Business Administration, Operations Management, or a related field; Master's degree preferred

Preferably a minimum of 5 years in workforce management and strategy, capacity planning and forecasting, preferably in user support or content moderation settings

Strong analytical skills with a proven ability to leverage data for decision-making

Excellent leadership and interpersonal skills, with experience managing high-performing teams

Proficiency in workforce management software and tools

Exceptional communication skills

Preferred

Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role

Your resilience and commitment to self-care to manage the emotional demands of the role

Benefits

Medical, dental, and vision insurance

401(k) savings plan with company match

Paid parental leave

Short-term and long-term disability coverage

Life insurance

Wellbeing benefits

10 paid holidays per year

10 paid sick days per year

17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure)

Company

TikTok

Glassdoor3.4

TikTok is a short-form video entertainment app and social network platform. It is a sub-organization of ByteDance.

Founded in 2003

Los Angeles, California, USA

10001+ employees

https://www.tiktok.com

H1B Sponsorship

TikTok has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (979)

2024 (601)

2023 (387)

2022 (322)

2021 (133)

2020 (72)