Workforce Manager, Customer Support - USDS

- Manage workforce planning analysis and reporting.
- Manage multiple analytics projects and ad-hoc requests with great flexibility and tolerance for ambiguity. Automate routine data collection.
- Drive continuous improvement efforts by reviewing data, standards, policies and the execution of established processes to identify gaps and iterating on best practices
- Leading / participating in cross group collaboration meetings with global stakeholders to share knowledge, best practices, and governance of forecast and capacity planning processes.
- This is an individual contributor position.

Qualifications

Minimum Qualifications:
- Bachelor's degree in Mathematics, Economics, Operations or equivalent practical experience.
- Minimum 5 years of experience in Workforce Management supporting multiple global sites with proven understanding of forecasting, capacity planning, scheduling and workforce management processes.
- Ability to manage and drive process related automation with technical team where needed.
- Experience in analyzing, interpreting and summarizing data, as well as presenting reports, forecasts, trends, and recommendations to cross-functional stakeholders.
- Excellent Excel skills and data analysis acumen.

Preferred Qualifications
- Proficiency with spreadsheet software including experience with SQL and data pipelines.
- Experience with integration and adoption of workforce management process and technology into an organization.
- Proven success in change management and implementing workforce management processes for large multi-national organization.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $88000 - $202667 annually.

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.

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).

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

For Los Angeles County (unincorporated) Candidates:

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:

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

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

3. Exercising sound judgment.

Client-provided location(s): San Jose, CA

Job ID: TikTok-7621758289909336325

Employment Type: OTHER

Posted: 2026-03-31T21:07:44