Workforce Management Specialist | Monetization Integrity

Responsibilities

Company Overview:
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us?
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

About the Team & Role:
At TikTok, our Global Business Solutions (advertising) team plays a crucial role in generating revenue by promoting our advertising solutions, onboarding new clients, driving effective ad campaigns, and more. As the TikTok community grows at an unprecedented speed worldwide, our GBS team leads groundbreaking projects that are changing the landscape of the advertising industry in real-time. The global Monetization Integrity (MI) team ensures TikTok users have a safe experience while viewing advertisements. We work closely with advertisers to create ad policies, manage content review processes, and more. As we continue to add advertising on TikTok, this team is critical in assuring a joyful and creative ads experience for the community. The Workforce Management (WFM) team is essential to ensuring our operations are efficiently staffed and strategically aligned with TikTok's rapid growth. As a key partner to Monetization Integrity stakeholders, the Workforce Management Specialist is responsible for planning and optimizing workforce requirements across both in-house and vendor sites. By collaborating closely with internal teams and leveraging data-driven insights, you will continually drive improvements in performance, staffing models, and operational efficiency, making a significant impact on the overall success of our platform. TikTok currently observes a hybrid working policy of 4 days in the office each week and 1 day working remotely. This position is full-time and based out of our Austin, TX office.

Responsibilities:
- Act as key workforce business partner to Monetization & Integrity (MI) stakeholders, encompassing planning for all workforce requirements of MI Operations whether in-house or vendor sites; ensuring we have the right number of staff available at the right time.
- Partner with internal teams to agree required levels of Auto-Moderation to optimize human-review performance for business needs.
- Continually identify forecasting performance gaps and implement improvements. Own and develop OKR's that raise the bar in performance.
- Deeply interrogate business and operational data to generate strategic, executive level insights on headcount rightsizing, economies of scale and other operations improvement initiatives.
- Partner with Workforce Capacity Planners, Ops & cross-functional teams to build staffing models optimized for cost and measurable business objectives.
- Coordinate with operations teams on HC requirement and cross utilisation opportunities, in the case of unexpected rises in moderation volumes or absenteeism.
- Be responsible for monitoring operational performance to ensure optimum productivity and results, evaluate schedules to meet incoming volumes, and evaluate potential productivity, quality and customer-service standards by analyzing performance statistics and financial results.
- Drive continuous improvement on WFM processes/tools/systems including streamlining & optimizing HC allocation and real-time management.
- Work as the Point of Contact to provide ad-hoc and regular support to stakeholders such as the policy team, product & system BP, and regional operations site managers.

Qualifications

Minimum Qualifications:
- 5+ years experience in data science, business and/or product analytics.
- Proven experience in business partnering and cross-functional projects, with a focus on hands-on capacity planning in a multi-channel & multi-site tech or media company. Ads or content moderation experience is a plus.
- Deep understanding of operational statistics, business dynamics in a service environment, process development and driving operational results with data.
- Expert skills in Excel, advanced in SQL, knowledge & experience of different forecasting models/methods.

Preferred Qualifications:
- Knowledge of Business Intelligence tools e.g. Tableau, Microstrategy, Power BI.
- Superb written and verbal communication skills, with an ability to craft business messaging appropriately & concisely for different audiences.
- Experience building reporting & visualisation dashboards.
- Excellent problem-solving, task prioritisation, follow-up, and quick learning skills; Ability to work in a fast-paced, high-pressure environment with dedication, passion and motivation

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.

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://shorturl.at/cdpT2