TikTok Shop - Vendor Workforce Management Program Manager
Core
Manage workforce planning, forecasting, and scheduling for external BPO partners to ensure staffing capacity meets business demand and service-level targets for TikTok Shop's global e-commerce ecosystem.
Role type
Senior Program Manager, Workforce Management (BPO Operations)
Builds
Staffing capacity, shift schedules, and operational efficiency for outsourced support teams
Domain
E-commerce / Customer Support Operations
Deliverable
dashboards & analysis
Required skills
Workforce forecasting, shift scheduling, BPO vendor management, capacity planning, SLA monitoring, cost optimization, data analysis, stakeholder management
Preferred skills
E-commerce marketplace experience, SQL, automation, billing reconciliation
Technologies
Excel, WFM systems, operational reporting platforms
Responsibilities
Develop workload forecasts and headcount requirements; optimize shift schedules and resource allocation; monitor real-time traffic and staffing; lead performance reviews with BPO partners; validate billed hours and optimize costs; build capacity planning models and dashboards; align workforce plans with business and product teams.
Seniority
Senior, hands-on IC
