Capacity Planning Manager - Customer Support, Trust & Safety

About the Role and Team

Join TikTok's Customer Support team dedicated to delivering top-tier service to users and creators, fostering creativity and joy worldwide. We seek an accomplished Capacity Planning Manager to lead forecasting and resource planning within Trust & Safety Customer Support Operations, focusing on cost effectiveness and operational stability.

Key Responsibilities

• Lead comprehensive demand forecasting and capacity planning efforts aligned with global business goals to ensure cost efficiency and operational preparedness.
• Develop and refine planning processes and methodologies that translate strategic goals into actionable capacity plans enhancing productivity and cost control.
• Collaborate with business stakeholders to integrate complex requirements into unified capacity strategies and facilitate cross-functional alignment.
• Construct and maintain predictive models balancing cost, capacity, service quality, and user satisfaction across multiple business lines and regions.
• Analyze trends, risks, and opportunities impacting demand and capacity, delivering actionable insights and recommendations to leadership.
• Oversee budgeting and cost optimization initiatives related to BPO workforce allocation, ensuring adherence to financial governance standards.
• Provide expert leadership by promoting best practices in capacity planning, fostering analytical discipline, accountability, and continuous improvement among stakeholders.

Minimum Qualifications

• Bachelor’s degree in a quantitative discipline such as Finance, Mathematics, Business Analytics, Economics, or Supply Chain Management.
• At least 5 years’ experience in demand forecasting and capacity planning within large, multi-channel, multi-site technology or operations contexts.
• Strong analytical problem-solving ability capable of structuring ambiguous challenges and interpreting complex data sets.
• Advanced skills in Python (including libraries like pandas and NumPy) for data handling, modeling, and automation, alongside expert-level Microsoft Excel proficiency for complex scenario modeling.
• Proven ability to design and implement intricate planning initiatives involving multiple stakeholders, with sound judgment and risk management.

Preferred Qualifications

• Competency with data analytics and visualization tools such as SQL, Power BI, or Tableau.
• Experience in Customer Support, Trust & Safety, or other high-demand, service-oriented operational environments.
• Comfort working in dynamic, fast-paced, and often ambiguous settings with competing priorities.
• Personal resilience and commitment to self-care due to the emotionally challenging nature of Trust & Safety work.

Additional Information on Trust & Safety Context

This role involves exposure to potentially distressing content including but not limited to bullying, hate speech, child safety issues, and depictions of harm to self, others, or animals. TikTok acknowledges the psychological demands of this field and commits to comprehensive wellness programs to support all employees’ physical and mental health.

About TikTok

TikTok leads the market in short-form mobile video, with a mission to inspire creativity and bring joy globally. Our main offices are located in Los Angeles and Singapore, with additional sites worldwide.

Culture and Values

We believe in nurturing a culture of curiosity, humility, and impactful collaboration within a rapidly expanding tech company. Embracing challenges and continuous innovation, our inclusive environment values diversity, ensuring every voice is heard and respected as we strive toward our mission.