TikTok Shop - Workforce Management Program Manager

Responsibilities

The E-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth can not be underestimated. With more than 1 billion loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We are looking for passionate and talented people to join our E-commerce GnE team to build an e-commerce ecosystem that is innovative, secure and intuitive for our users. We aim to deliver high quality products together with a unique customer experience via TikTok.

Governance and Experience (GNE) Team is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. The Service and Support Center Team under GNE is a team to focus on the service and support fulfillment for all TikTok Shop users, enhance their experience and facilitate their shopping and business operations capability on our platform. We strive to build a high quality and productive organization that helps deliver value and win the trust of our internal and external users.

We are looking for a Workforce Management Program Manager responsible for executing workforce planning, scheduling, forecasting, and real-time monitoring to ensure optimal staffing levels and service level attainment. This role works closely with operations teams and BPO partners to ensure workforce strategies align with business objectives.

Roles & Responsibilities
- Utilize historical data and statistical models to forecast workload volumes and staffing needs.
- Develop and manage accurate short-term and long-term forecasts to support operational efficiency.
- Create optimized shift schedules in compliance with local labor laws and business requirements.
- Monitor real-time staffing levels, making adjustments to optimize workforce efficiency.
- Analyze workforce performance metrics (adherence, occupancy, service levels, shrinkage) to identify opportunities for improvement.
- Provide reports and data insights to support leadership in decision-making and process optimization.
- Collaborate with cross-functional teams to enhance WFM processes, automation, and system improvements.
- Act as a liaison between Operations, Product, and BPO partners to ensure seamless workforce execution.
- Support ad-hoc workforce planning requests and assist in developing WFM best practices.

Qualifications

Minimum Qualifications:
- Bachelor's degree required.
- +3 years of proven experience in workforce management, scheduling, or capacity planning in a multi-channel, multi-site environment.
- Proven Experience with manual workforce calculations and tracking tools.
- Strong analytical skills with experience in forecasting, scheduling, and performance monitoring.
- Proficiency in Excel (Pivot Tables, formulas).
- Excellent communication skills and ability to present data-driven insights.
- Proficiency in English and Portuguese.

Preferred Qualifications:
- Experience with SQL, HQL, and WFM tools is a plus.
- Experience in e-commerce or marketplace platforms is a plus.
- Ability to work in fast-paced environments and tackles challenges with resilience and focus.
- Strong problem-solving, task prioritization, and coordination skills.