Routing and Resource Optimization Specialist

Responsibilities

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 :
As a Routing and Resource Optimization Specialist, you will be instrumental in shaping the efficiency and effectiveness of our moderation operations. Your primary responsibilities will include designing, managing, and optimizing moderation routing strategies to support our Northstar Metrics. You will also play a pivotal role in optimizing manpower resource allocation decisions in alignment with our business metrics. To excel in this role, you'll need a deep understanding of our organization's business objectives and challenges, enabling you to align workforce management strategies with our overarching business strategy. Additionally, you will leverage your expertise to evaluate our current moderation workflow, with a keen focus on cost, productivity, quality, and identifying areas for improvement.

Key Responsibilities:
1. Moderation Routing Strategies:
- Design and implement moderation routing strategies to ensure the efficient processing of content while meeting Northstar Metrics and business priorities.
- Continuously monitor and refine routing strategies to adapt to changing operational needs and priorities.
2. Resource Allocation Optimization:
- Optimize the decision matrix for allocating manpower resources to various moderation tasks and functions, ensuring optimal utilization and alignment with business metrics.
- Collaborate with cross-functional teams to forecast and allocate resources based on workload fluctuations and seasonal demands.
3. Business Alignment:
- Develop a profound understanding of the organization's business objectives, key performance indicators, and operational challenges.
- Align workforce management strategies with the overarching business strategy to drive productivity, efficiency, and quality.
4. Workflow Evaluation and Improvement:
- Conduct a comprehensive assessment of the current moderation workflow, considering factors such as cost, productivity, quality, and user experience.
- Identify and recommend areas for improvement, automation, or process optimization to enhance operational effectiveness.
5. Data Analysis and Reporting:
- Utilize data-driven insights to evaluate the impact of routing and resource allocation decisions on business metrics.
- Generate regular reports and dashboards to communicate performance, identify trends, and suggest actionable improvements.
6. Cross-Functional Collaboration:
- Collaborate closely with moderation, data analytics, and technology teams to implement routing and resource allocation solutions effectively.
- Participate in cross-functional discussions to address operational challenges and find innovative solutions.

Qualifications

Minimum Qualifications :
- Bachelor's degree in Business Administration, Operations Management, Data Science, or a related field. Advanced degree preferred.
- Proven experience in workforce routing, resource allocation, or operations optimization roles.
- Strong analytical skills with the ability to leverage data to drive decision-making.
- In-depth knowledge of moderation workflow processes and their impact on cost, productivity, and quality.
- Familiarity with workforce management software and tools.

Preferred Qualifications :
- Experience with workforce management systems and tools.
- Knowledge of machine learning or AI-based routing solutions is a plus.
- Excellent communication and collaboration skills to work effectively with cross-functional teams.
- Problem-solving mindset with a continuous improvement orientation.
- Strategic thinking and the ability to align operational decisions with broader business objectives.
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.