Workforce Manager, Customer Support - USDS

Workforce Manager, Customer Support

• USDS TikTok
• 3.

3 Scottsdale, AZ Job Details 4 hours ago Qualifications Spreadsheets Resource planning methods Automation software Team scheduling Metrics Reporting Data summary reports Headcount forecasting Productivity software International corporation experience Capacity planning Workforce management Cross-functional collaboration Cross-functional communication Data analysis software Strategic workforce planning Full Job Description Scottsdale Regular Operations•

Customer Service Job ID:

A39961A Responsibilities About the Team We are TikTok USDS Customer Support team, dedicated to delivering industry-leading support for our users and creators while safeguarding the U.S. user experience. We help inspire creativity and bring joy by operationalizing safety policies with rigor, proactively protecting our community through technology, and ensuring our support ecosystem remains trusted, compliant, and aligned with evolving U.S. regulatory expectations. 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.
• This is an individual contributor position.

Qualifications Minimum Qualifications:

• Bachelor's degree in Mathematics, Economics, Operations or equivalent practical experience.
• Minimum 5 years of experience in Workforce Management supporting 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 USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale. On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week. 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. 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