TikTok Shop -Regional Workforce Management Program Manager, Seller Partner Support

Responsibilities

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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

About the team
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.

As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. As part of SSC is our Selling Partner Support (SPS) team who are responsible for supporting our Partners and internal users. We are looking for a looking for a Regional Workforce Management Program Manager role to provide end to end WFM support to ensure operation delivery and business success for our Global markets at an optimal balance of cost and efficiency.

Roles & Responsibilities
- Manage Workforce Planning for both BPO sites and inhouse AOC teams. Ensure teams have prepared for the right number of staff available at the right time.
- Administer workforce management encompassing all the processes that e-commerce seller support and creator support operations sites undertake.
- Create data models to forecast long/short term business volume, set up multi-dimensional capacity models & plans and determine the optimum one by balancing seller & creator experience, employee experience and cost effectiveness, contributing to consistent achievement of SLA goals.
- Design different shifts for the sites and make schedule plan ensuring no violation of labor laws and regulations; manage day-to-day production of sites, closely coordinate with operation team and adjust shift plan quickly and effectively, in case of unexpected rises in moderation volumes or absenteeism.
- Be responsible for monitoring operational performance for sites to ensure optimum productivity and results, evaluate schedules to meet incoming volumes, and evaluate potential productivity, quality and seller creator service standards by analyzing performance statistics and financial results.
- Drive continuous improvement of WFM processes/tool/system including streamlining & optimizing forecast, adjustment processes across departments, supporting system/tooling development and improvement, updating relevant databases, assuring data integrity, etc.
- Work as the Point of Contact to provide ad-hoc and regular support to stakeholders such as Moderator team, Product team, Operation team in terms of support planning.

Qualifications

Minimum Qualifications
- Bachelor's Degree or equivalent education/experience. An advanced degree is preferred.
- Experience working in WFM (workforce management) team as an individual contributor role with regional/global scope.
- Proficient skills in EXCEL and good at data analyzing, familiar with business intelligence tools. Experience utilizing SQL, HQL and WFM systems is a plus.
- Experience in performing WFM task manually in excel or any manual tracking tools with all calculation logic is a plus.

Preferred Qualifications
- Good communication skills, information analysis & capability to interpret data (able to succinctly present detailed technical analysis, assumptions, and recommendations).
- Excellent problem-solving, task prioritization, follow-up, and quick learning skills. Able to work in a fast-paced, high-pressure environment with dedication, passion and motivation.
- Expertise in project management and coordination is a plus.
- Experience in eCommerce or marketplace platforms is a plus.

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.