Workforce Management Program Manager - USDS

Global Operations

Workforce Management Program Manager - USDS

Location
:

Los Angeles

Employment Type
:

Regular

Job Code
:

A101085

Responsibilities

E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a Workforce Management role to provide capacity solutions to support global service and experience team operations in e-commerce organizations, ensure business success with contingent labor, and deliver committed Service Level Agreement with whole lifecycle management including forecasting, planning, scheduling, and real-time analysis. This is a global program role to manage the global workforce programs and monitor execution. We are open to hiring for this position in Los Angeles.

Responsibilities

• Lead the global workforce planning for outsourced BPO sites.
• Administer workforce management encompassing all the processes that e-commerce customer service, seller support and creator support operations sites undertake.
• Create data models to forecast long/short term business volume, set up multi-dimension capacity models & plans and determine the optimum one by balancing customer experience, employee experience and cost effectiveness, contributing to consistently achievement of SLA goals.
• Design different shifts for the sites and make schedule plan ensuring no violation of local 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 customer-service standards by analyzing performance statistics and financial results.
• Drive continuous improvement of WFM processes/tool/system including streamlining & optimizing forecast, adjustment processes cross departments, supporting system/tool development and improvement, updating relevant databases, assuring data integrity, etc.
• Manage and oversee system permissions and tooling infrastructure for US service operations teams, ensuring all personnel have appropriate access levels and the necessary digital tools to meet operational requirements without friction.

Qualifications

Minimum Qualifications:

• Experience in leading a WFM (workforce management) team or an individual contributor role with regional/global scope.
• Extensive experience in workforce management or capacity planning in a multi-channel & multi-sites.
• Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimizing and etc.
• 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.
• Expertise in project management and coordination.

Preferred Qualifications:

• Proficient skills on EXCEL and good at data analyzing, familiar with formulas and Pivot Tables. Experience utilizing SQL, HQL and WFM systems is a plus.
• Experience in e-Commerce or marketplace platforms is a plus.
• Bachelor's Degree or equivalent education/experience. Advanced degree is preferred.

Job Information

【For Pay Transparency】Compensation Description (Annually)

The base salary range for this position in the selected city is $88920 - $191330 annually.

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Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

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Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

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The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

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For Los Angeles County (unincorporated) Candidates:
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Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

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1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

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2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

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3. Exercising sound judgment.

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About USDS

TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.

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On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.

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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.

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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.

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Diversity & Inclusion

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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.

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USDS Reasonable Accommodation

USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at