2 days ago

Capacity Planning Manager - Customer Support, Trust & Safety

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Own end-to-end demand forecasting and capacity planning for Trust & Safety Customer Support, translating business priorities into executable capacity strategies. Build and optimize planning frameworks and models that balance cost, capacity, service levels, and user satisfaction across geographies and business lines. Partner with stakeholders to drive workforce allocation decisions, surface risks and opportunities, and lead BPO budgeting and cost optimization with data-driven governance.

Location: Singapore

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key Responsibilities

•Own and drive end-to-end demand forecasting and capacity planning for Trust & Safety Customer Support, aligning with global objectives, cost efficiency, and operational readiness.
•Design, implement, and continuously optimize planning frameworks, processes, and methodologies to translate strategy into executable capacity plans.
•Partner with Lines of Business stakeholders to integrate complex requirements into holistic capacity strategies and influence alignment across functions.
•Build, maintain, and evolve forecasting and capacity models balancing cost, capacity, service levels, and user satisfaction across geographies and LoBs.
•Drive BPO budgeting, cost optimization initiatives, and financial governance; provide functional leadership on capacity planning best practices and trade-offs.

Key Requirements

•Bachelor’s degree in a quantitative field (e.g., Finance, Mathematics, Business Analytics, Economics, Supply Chain Management).
•5+ years of demand forecasting and capacity planning experience in a large-scale, multi-channel, multi-site technology or operations environment.
•Advanced analytical and problem-solving skills, including structuring ambiguous problems and analyzing complex datasets to drive data-backed decisions.
•Advanced proficiency in Python (e.g., pandas, NumPy) for data analysis, modeling, and automation, plus strong Microsoft Excel expertise for advanced modeling and scenario analysis.
•Proven experience designing and executing complex planning initiatives across multiple stakeholders, identifying risks, managing trade-offs, and recommending pragmatic solutions.

Experience:5+ yearsTechnologyOperationsCustomer supportTrust & safety

Education:Bachelor's in quantitative field

Skills:Analytical rigorProblem-solvingStakeholder influenceExecutive communicationContinuous improvement

Tech Stack:PythonPandasNumPyMicrosoft ExcelSQLPower BITableau

Company Brief

TikTok

Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn

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TikTok

2 days ago

Capacity Planning Manager - Customer Support, Trust & Safety

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: Singapore

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key Responsibilities

•Own and drive end-to-end demand forecasting and capacity planning for Trust & Safety Customer Support, aligning with global objectives, cost efficiency, and operational readiness.
•Design, implement, and continuously optimize planning frameworks, processes, and methodologies to translate strategy into executable capacity plans.
•Partner with Lines of Business stakeholders to integrate complex requirements into holistic capacity strategies and influence alignment across functions.
•Build, maintain, and evolve forecasting and capacity models balancing cost, capacity, service levels, and user satisfaction across geographies and LoBs.
•Drive BPO budgeting, cost optimization initiatives, and financial governance; provide functional leadership on capacity planning best practices and trade-offs.

Key Requirements

•Bachelor’s degree in a quantitative field (e.g., Finance, Mathematics, Business Analytics, Economics, Supply Chain Management).
•5+ years of demand forecasting and capacity planning experience in a large-scale, multi-channel, multi-site technology or operations environment.
•Advanced analytical and problem-solving skills, including structuring ambiguous problems and analyzing complex datasets to drive data-backed decisions.
•Advanced proficiency in Python (e.g., pandas, NumPy) for data analysis, modeling, and automation, plus strong Microsoft Excel expertise for advanced modeling and scenario analysis.
•Proven experience designing and executing complex planning initiatives across multiple stakeholders, identifying risks, managing trade-offs, and recommending pragmatic solutions.

Experience:5+ yearsTechnologyOperationsCustomer supportTrust & safety

Education:Bachelor's in quantitative field

Skills:Analytical rigorProblem-solvingStakeholder influenceExecutive communicationContinuous improvement

Tech Stack:PythonPandasNumPyMicrosoft ExcelSQLPower BITableau

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn