2 days ago

TikTok Shop - Moderation Workforce Management Program Manager

✓ 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

Lead workforce planning and workforce management for TikTok Shop moderation BPO sites. Build forecasting and capacity models to balance customer and employee experience with cost effectiveness and consistent SLA performance. Monitor operational performance, optimize schedules, and drive continuous improvement of WFM processes, tools, and data integrity. Partner closely with operations and upstream governance/algo teams to translate workflow needs into BPO headcount and execution plans, serving as a key stakeholder support point.

Location: London

Workplace: Onsite

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Key Responsibilities

•Lead workforce planning for moderation BPO sites and administer workforce management processes for e-Commerce moderation sites.
•Create data models and capacity plans to forecast long/short-term volume and balance customer experience, employee experience, and cost effectiveness to meet SLA goals.
•Ensure teams are staffed correctly at the right times; coordinate with Partner Operations Managers and adjust shift plans for changes in moderation volumes or absenteeism.
•Monitor operational performance and evaluate schedules, productivity, quality, and customer-service standards using performance statistics and financial results.
•Drive continuous improvement of WFM processes/tools/systems, streamline and optimize forecasting and adjustment processes, and maintain database accuracy and data integrity.

Key Requirements

•Extensive experience in workforce management (WFM) or capacity planning across multi-channel, multi-site environments, including volume/headcount forecasting and shift scheduling.
•Strong Excel skills for data analysis, including formulas and Pivot Tables.
•Ability to interpret data and clearly communicate analyses, assumptions, and recommendations.
•Demonstrated problem-solving, task prioritization, follow-up, and fast learning in a fast-paced environment.
•Bachelor's degree or equivalent education/experience.

Experience:Workforce managementCapacity planningECommerceMarketplace platformsBPO

Education:Bachelor's

Skills:CommunicationProblem-solvingTask prioritizationQuick learning

Tech Stack:ExcelPivot TablesSQLHQL

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

TikTok Shop - Moderation Workforce Management Program Manager

✓ 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: London

Workplace: Onsite

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Key Responsibilities

•Lead workforce planning for moderation BPO sites and administer workforce management processes for e-Commerce moderation sites.
•Create data models and capacity plans to forecast long/short-term volume and balance customer experience, employee experience, and cost effectiveness to meet SLA goals.
•Ensure teams are staffed correctly at the right times; coordinate with Partner Operations Managers and adjust shift plans for changes in moderation volumes or absenteeism.
•Monitor operational performance and evaluate schedules, productivity, quality, and customer-service standards using performance statistics and financial results.
•Drive continuous improvement of WFM processes/tools/systems, streamline and optimize forecasting and adjustment processes, and maintain database accuracy and data integrity.

Key Requirements

•Extensive experience in workforce management (WFM) or capacity planning across multi-channel, multi-site environments, including volume/headcount forecasting and shift scheduling.
•Strong Excel skills for data analysis, including formulas and Pivot Tables.
•Ability to interpret data and clearly communicate analyses, assumptions, and recommendations.
•Demonstrated problem-solving, task prioritization, follow-up, and fast learning in a fast-paced environment.
•Bachelor's degree or equivalent education/experience.

Experience:Workforce managementCapacity planningECommerceMarketplace platformsBPO

Education:Bachelor's

Skills:CommunicationProblem-solvingTask prioritizationQuick learning

Tech Stack:ExcelPivot TablesSQLHQL

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn