Capacity Planning Manager, Customer Support, Trust & Safety
Responsibilities
About the team
TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission.
About the Role
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.
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- 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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.