1,671 jobs for "Program Management Manager"

Technical Program Management Senior Manager

At Salesforce - San Francisco · Bellevue

Posted on Oct 24

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Manager, CRA Strategy & Program Management

At Capital One - McLean · Plano

Posted on Oct 30

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Manager, Engineering Program Management - Strategic Data Solutions

At Apple - Austin

Posted on Oct 19

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Program Manager - Finance Solutions (CFO Change Management)

At Bank of America - London

Posted on Oct 22

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Senior Manager, Software Release Program Management

At General Motors - Milford · Mountain View

Posted on Nov 5

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TikTok Shop - Moderation Workforce Management Program Manager

At TikTok - London

Posted on Nov 4

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Senior Manager of Subcontracts Program Management

At Leidos - Gaithersburg

Posted on Nov 3

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Sr Program Manager, Tech - Program Management (Tech)

At Uber - Bengaluru

Posted on Oct 23

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Control Manager - Program - Controls Room - Program Management & Governance Vice President

At JPMorgan Chase - Mumbai

Posted on Nov 2

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Manager, Technical Project / Program Management - SmartStart Mayan Automation

At Applied Materials - Austin

Posted on Nov 6

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Principal Program Manager - Digital Project Management

At GE Vernova - Bellevue

Posted on Nov 4

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Field Event Management - Event Program Manager, Assistant Vice President

At Morgan Stanley - Purchase

Posted on Oct 22

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Sr. Technical Program Manager, Technology Portfolio Management

At Visa - Austin

Posted on Nov 7

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Commercial Management & Contract Program Manager, Trust and Safety

At TikTok

Posted on Oct 28

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Technical Program Manager III - Vendor Management Office

At JPMorgan Chase - Jersey City

Posted on Oct 30

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Manager, Engineering Program Management - Claris

At Apple - San Francisco Bay Area

Posted on Oct 19

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Manager, Product Management - Global Program Enablement

At Visa - Foster City

Posted on Oct 27

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Sr. Manager, Engineering Program Management - Wallet, Payments and Commerce

At Apple - New York City

Posted on Oct 19

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TikTok Shop - Vendor Workforce Management Program Manager

At TikTok - Sao Paulo

Posted on Oct 26

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Senior Manager, Loyalty Program Management, Issuer Solutions - Value Added Services

At Visa - Auckland

Posted on Oct 24

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TikTok

TikTok Shop - Vendor Workforce Management Program Manager

Sao Paulo, BrazilOperationsPosted 14 days ago

Apply on company site View full job

Responsibilities

The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust.

We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on.

You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem.

About the Team

The Workforce Management (WFM) Team serves as the key link between the business and external BPO partners, overseeing workforce planning and performance across multiple sites. The team ensures the right staffing capacity is available at the right time through accurate forecasting, efficient scheduling, real-time resource allocation, and performance management. By monitoring service levels and driving operational improvements, the team helps ensure SLA achievement, improve workforce efficiency, and optimize outsourcing costs.

Responsibilities:
- Analyze historical trends and business forecasts to develop short- and long-term workload forecasts, calculate headcount (HC) requirements, and ensure adequate staffing across BPO sites.
- Develop and optimize shift schedules and resource allocation to meet business demand, service-level targets, and local labor requirements.
- Monitor key metrics, including response rate, CPH, schedule adherence, absenteeism, occupancy, and service levels.
- Lead WBRs/MBRs and drive BPO partners to address performance gaps.
- Monitor real-time traffic and staffing across sites, coordinating cross-site or cross-skill resources to manage demand spikes and operational disruptions.
- Partner with Finance and BPO vendors to validate monthly billed hours, improve scheduling efficiency, reduce ineffective staffing costs, and optimize cost per order.
- Build capacity planning models, reports, and dashboards using Excel and other analytical tools to support data-driven decisions.
- Collaborate with Operations, Finance, Product, and BPO partners to align workforce plans, ensure SLA compliance, and drive operational improvements.
- Identify opportunities to improve WFM (Workforce Management)processes, automate reporting, and enhance scheduling efficiency and operational scalability.

Qualifications

Minimum Qualifications:
- Bachelor's degree or above.
- 3+ years of hands-on experience in WFM, forecasting, scheduling, real-time management, or capacity planning within customer service or contact center operations.
- Experience in multi-site and/or multichannel environments, with client-side BPO/vendor management experience preferred.
- Strong analytical skills and proficiency in Excel, including PivotTables, formulas, and capacity modeling.
- Familiarity with WFM systems, workforce monitoring tools, or operational reporting platforms.
- Strong communication, stakeholder management, and problem-solving skills, with the ability to manage competing priorities in a fast-paced environment.
- High Oral/Written proficiency in English and Portuguese is required for this role due to cross functional collaboration with global teams.

Preferred Qualifications:
- Experience in e-commerce, online marketplaces, or high-volume customer service operations..
- Experience with SQL, HQL, automation, or dashboard development.
- Familiarity with BPO billing reconciliation, cost analysis, and process optimization.

Responsibilities

Qualifications

Qualifications

Minimum Qualifications:
- Bachelor's degree or above.
- 3+ years of hands-on experience in WFM, forecasting, scheduling, real-time management, or capacity planning within customer service or contact center operations.
- Experience in multi-site and/or multichannel environments, with client-side BPO/vendor management experience preferred.
- Strong analytical skills and proficiency in Excel, including PivotTables, formulas, and capacity modeling.
- Familiarity with WFM systems, workforce monitoring tools, or operational reporting platforms.
- Strong communication, stakeholder management, and problem-solving skills, with the ability to manage competing priorities in a fast-paced environment.
- High Oral/Written proficiency in English and Portuguese is required for this role due to cross functional collaboration with global teams.

Preferred Qualifications:
- Experience in e-commerce, online marketplaces, or high-volume customer service operations..
- Experience with SQL, HQL, automation, or dashboard development.
- Familiarity with BPO billing reconciliation, cost analysis, and process optimization.

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 5,001 - 10,000 employees
Industry: Entertainment & Gaming

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