Capacity Planning Manager - Customer Support, Trust & Safety

Role overview

This position sits within Trust & Safety Customer Support Operations and is focused on building resilient, cost-effective capacity strategies. The role helps shape forecasting and planning decisions that affect performance, risk control, and investment priorities across the business.

You will work with leaders across functions to turn business goals into practical capacity plans, improve how global resources are allocated, and identify opportunities to make operations more efficient and sustainable. The role requires strong data use, executive-level influence, and the ability to keep capacity aligned with changing business needs.

Team purpose

The Customer Support team aims to provide best-in-class support for users and creators, helping inspire creativity and bring joy. The team is looking for a seasoned, outcome-driven professional to support this mission.

Responsibilities

• Lead the full forecasting and capacity planning process for Trust & Safety Customer Support, making sure plans support global business goals, cost efficiency, and operational readiness. Use independent judgment to advise on resource allocation as business needs change.
• Create, roll out, and refine planning systems, workflows, and methods that convert strategic priorities into workable capacity plans. Ensure the output contributes meaningfully to productivity and long-term cost sustainability targets.
• Serve as a strategic partner to Lines of Business stakeholders by bringing together complex and changing requirements into unified capacity strategies. Help align teams around business priorities and operating plans.
• Develop, sustain, and improve forecasting and capacity models that balance cost, staffing, service levels, and user satisfaction across multiple lines of business and regions.
• Study demand, productivity, and capacity metrics to identify trends, risks, and opportunities, then translate those findings into clear guidance for leadership.
• Oversee BPO budgeting, financial governance, and cost-optimization efforts to support effective staffing, cost control, and compliance with financial guardrails.
• Guide stakeholders with functional expertise, capacity planning best practices, and practical trade-off recommendations while promoting disciplined analysis, ownership, and continuous improvement.

Qualifications

The role expects a strong quantitative background, deep planning experience, and advanced analytical capability. Candidates should be comfortable working in complex, fast-changing operational environments and influencing multiple stakeholders.

Minimum requirements

• Bachelor’s degree in a quantitative discipline such as Finance, Mathematics, Business Analytics, Economics, or Supply Chain Management.
• At least 5 years of experience in demand forecasting and capacity planning in a large-scale, multi-channel, multi-site technology or operations setting.
• Strong analytical and problem-solving ability, including the skill to structure ambiguous issues, work with complex datasets, and support decisions with evidence.
• Advanced Python skills for analysis, modeling, and automation, along with strong Microsoft Excel capability for detailed modeling and scenario planning.
• Experience building, recommending, and delivering complex planning initiatives across several stakeholders, including identifying risks, balancing trade-offs, and proposing workable solutions.

Preferred experience

• Hands-on use of analytics and visualization tools such as SQL, Power BI, or Tableau.
• Background supporting Customer Support, Trust & Safety, or similar high-volume service operations.
• Experience in fast-paced environments where priorities shift often and ambiguity is common.
• Resilience and commitment to self-care, given the emotional demands of Trust & Safety work.

Trust & Safety working context

This role may involve reviewing or working alongside content such as images, video, and text that reflects everyday life, as well as material involving bullying, hate speech, child safety, self-harm, harm to others, and animal harm. As a result, exposure to harmful content may happen on a daily basis.

The organization recognizes that protecting the platform is meaningful work, but it can also be psychologically demanding and emotionally draining. Candidates are informed of these realities upfront so they can make an informed decision before joining.

Employee wellbeing is treated as a priority, with comprehensive, evidence-based programs in place to support both physical and mental health throughout the employee journey. The company works collaboratively across functions and with employees to maintain a person-centered approach to wellbeing.

About the company

The company is a leading short-form mobile video platform with a mission to inspire creativity and bring joy. Its global headquarters are in Los Angeles and Singapore, with additional offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why join

Creativity, curiosity, humility, and impact are central to the culture. The business encourages learning, innovation, resilience, and an “Always Day 1” mindset. Teams work together to create value for communities and to keep pushing for meaningful breakthroughs.

Diversity and inclusion

The company is committed to building an inclusive workplace where people are valued for their skills, experience, and unique perspectives. It aims to reflect the global communities it serves and welcomes diverse voices across the organization.