Responsibilities
About the team As the Capacity Planning Manager within the Customer Support Operations team in Trust & Safety, you will play a key role in driving operational excellence by developing and implementing forecasting and capacity planning strategies that align with the company's business objectives. This role requires a deep understanding of operational capacity, resource allocation, and demand forecasting. The successful candidate will lead cross-functional teams to optimize capacity utilization, identify opportunities for improvement, and ensure that operational capacity meets business needs. Responsibilities - Strategically lead the demand forecasting and capacity planning process for Customer Support Operations, ensuring alignment with global business objectives and operational efficiency. This includes the authority to make key decisions on resource allocation and adjustments based on evolving business needs. - Design, implement and continuously optimize high-level workflow processes to guarantee planning activities are in line with strategic business goals, demonstrating a command over the planning and execution phases to ensure outcomes contribute significantly to the company's goal in both Customer Support and Operational Effectiveness. - Cultivate and manage relationships with Lines of Business partners, employing a strategic approach to facilitate the effective integration of LoB requirements into overall capacity planning, thereby ensuring that operational strategies are closely aligned with business priorities. - Build forecasting models balancing cost, capacity, and user/employee experience for multiple LOBs. - Analyze demand and capacity data to identify trends, opportunities, and challenges, and make informed decisions about capacity planning. - Drive BPO budgeting, cost optimization initiatives, and financial governance to ensure effective workforce allocation, cost management, and financial compliance. - Provide leadership and direction to cross-functional teams and stakeholders, in a manner that exemplifies command over resource allocation and capacity planning. This entails making critical decisions that impact the organization's ability to meet its strategic objectives, fostering a culture of excellence and innovation
Qualifications
Minimum Qualifications - Bachelor’s degree in a quantitative field (e.g., Finance, Mathematics, Data Visualization, Economics, Supply Chain Management). - Proven experience (5+ years) in demand forecasting and capacity planning to achieve operational excellence in a multi-channel & multi-site tech company. - Strong analytical and problem-solving skills, with the ability to collect and analyze data, identify trends, and make informed decisions. Advanced proficiency in MS Excel, capable of translating analytical results into clear insights or solutions. - Advanced project/program management expertise with proven experience in designing and implementing planning strategies with both internal and external stakeholders in a timely manner; able to identify risks and provide contingency plans. - Excellent communication skills in English (both written and spoken); Proven experience in stakeholder management with strong ability to collaborate and influence stakeholders, utilize resources from all parties for positive output. Preferred Qualifications - Proficiency with data analytics tools (e.g., SQL, Power BI, Tableau). - Experience in Customer Support operations industry would be preferred. - Resilience and a commitment to self-care, given the emotional demands of the Trust & Safety domain.
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.
Trust & Safety
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
