What are the responsibilities and job description for the Workforce Management Manager- Austin position at TikTok?
Responsibilities
About the Team: The Workforce Management (WFM) team plays a critical role in enabling our Trust & Safety and Operations functions to deliver exceptional performance at scale. We are a strategic partner to the business—designing and executing workforce plans that ensure the right people are in the right place at the right time. From forecasting and capacity planning to real-time monitoring and analytics, we drive efficiency, service level attainment, and resource optimization across a global operation. As part of this high-impact team, you’ll collaborate cross-functionally to solve complex challenges, build scalable systems, and shape the future of operational excellence. About the Role: We are seeking a highly skilled and experienced Workforce Management (WFM) Manager to join our Trust & Safety Operations team. This role will be responsible for building and enhancing our workforce management capabilities across the Americas region. Our current WFM function is in its early stages, with much of the planning and scheduling still being handled manually in spreadsheets. We need a strategic leader who can evolve this function into a mature, data-driven, and technology-enabled operation that supports world-class trust and safety outcomes. Key Responsibilities: - Lead the Workforce Management function for Trust & Safety Operations across the Americas, ensuring efficient planning, scheduling, and real-time management of our workforce. - Design and implement scalable workforce management strategies to optimize capacity planning, forecasting, and scheduling. - Drive automation and efficiency by implementing best-in-class WFM tools, processes, and systems. - Build and lead a high-performing workforce management team that supports operational excellence. - Partner closely with operations leaders, data analytics, and other cross-functional teams to align workforce strategies with business needs. - Develop and track key performance indicators (KPIs) to assess the effectiveness of workforce planning and ensure continuous improvement. - Proactively identify gaps, inefficiencies, and opportunities to enhance workforce utilization, scheduling accuracy, and real-time monitoring. - Ensure compliance with regional labor laws and company policies related to workforce management.
Qualifications
Minimum Qualifications: - 5 years of experience in workforce management, preferably in a Trust & Safety, Customer Support, or Operations environment. - Strong leadership experience, with a proven track record of building and developing high-performing WFM teams. - Demonstrated ability to evolve WFM processes, transitioning from manual to advanced, technology-driven approaches, including the implementation of WFM tools (e.g., Verint, NICE, Aspect) and automation. - Deep expertise in core WFM disciplines, including forecasting, scheduling, capacity planning, and real-time workforce monitoring. - Strong analytical and problem-solving skills, with the ability to leverage data to drive insights and decision-making. - Excellent communication and stakeholder management skills, with experience influencing cross-functional teams and aligning with business goals. - Familiarity with workforce laws and regulations across different markets in the Americas. Preferred Qualifications: - Experience in a fast-growing tech company, particularly in Trust & Safety, Content Moderation, or Global Operations. - Knowledge of machine learning-driven WFM solutions and workforce optimization techniques. - Experience working with international teams and managing workforce strategies across multiple geographies.
Job Information
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
Trust & Safety
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
TikTok Accommodation
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request
