Workforce Manager – USDS Trust & Safety Position Available In Davidson, Tennessee

Workforce Manager

• USDS Trust & Safety TikTok
• 3.

4

Nashville, TN Job Details Estimated:

$93.6K

• $163K a year 1 day ago Qualifications Economics Microsoft Excel Management 5 years Data analysis skills Mathematics SQL Bachelor’s degree Forecasting Data pipelines Workforce management Senior level Operations Leadership Full Job Description Responsibilities Trust and Safety Operations a pivotal team within U.

S. Data Security. We strive to enable TikTok to become the most trusted and secure platform in the US through operational excellence in content moderation via innovations in technology, optimization in processes and investment in people. We ensure that we enforce our policies based on our community guidelines and we take appropriate actions in a timely manner to minimize risks on our platform to our users and advertisers. As a Workforce Manager, you’ll be responsible for managing the distribution of overall incoming volume across TikTok US Safety workflows, overseeing agent forecasting and maximizing efficiency across multiple sites. You will oversee continuous improvement of business processes for managing our supply and demand for human content review. You will also enable and support the US Safety team by providing operational insights through scheduling and capacity forecast reviews to ensure alignment to business demands. In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities:

• Build and operationalize comprehensive and flexible forecast models to drive efficiency.
• Own and manage WFM key metrics such as volume and capacity forecast accuracy, schedule efficiency, productivity, etc.
• Orchestrate, prepare, and conduct business reviews with key vendors and internal partners. Participate in workforce planning activities in coordination with internal teams.
• 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.

Qualifications Minimum Qualifications:

• Bachelor’s degree in Mathematics, Economics, Operations or equivalent practical experience.
• Over 5 years of experience in Workforce Management leading a Global WFM Organization with 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 About USDS TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more. Data Security Statement This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening. 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. USDS Reasonable Accommodation USDS 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/USDS-RA