Job Description

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.

Within GNE, the Service Support Centre (SSC) provides customer service for Buyers, Sellers, and Creators across the globe. TikTok Shop is seeking a Workforce Management Program Manager that provides end-to-end WFM (workforce management) support to the service support team for Mexico market, ensuring operation delivery and business success at an optimal balance of cost and efficiency.

Responsibilities:

- Manage workforce planning for BPO sites to ensure adequate staffing level.

- Create data models for business volume forecasting and set up multi-dimensional capacity models to balance user experience and cost effectiveness.

- Design shifts complying with local labor laws and adjust plans quickly for unexpected operational changes.

- Drive continuous improvement of WFM processes, tools, and systems.

- Own BPO performance management, proactively identifying outliers, performance gaps and root causes to drive measurable improvements against business targets.

- Partner with QA (Quality Assurance), KMT (Knowledge Management Training) / SOP (Standard Operating Procedure) and Operations to translate performance insights into corrective actions that improve seller, buyer, and creator satisfaction.

- Ensure BPO execution, SOPs, KMT and quality standards remain aligned with GVM global practices and country-level business priorities.

- Support BPO billing governance, validating headcount, attendance, productivity and delivered services to ensure billing accuracy and cost efficiency.

- Act as the key interface between BPOs, Country Leads, Strategy, GVM, Global QA, Automation and in-house teams to align priorities and drive end-to-end operational execution.

Minimum Qualification(s):

- Experience as a WFM individual contributor with regional/global scope in multi-channel & multi-site workforce management or capacity planning.

- High Oral/Written proficiency in English and Spanish is required for this role due to cross functional collaboration with global teams.

Preferred Qualification(s):

- Experience in e-commerce, marketplace, or platform operations.

- Familiarity with customer service KPIs (CSAT, SLA, AHT, FCR, contact rate, etc.).

- Proficient in data analysis and familiar with business intelligence tools; experience with SQL, HQL, and WFM systems is a plus.

- Bachelor's degree or equivalent education/experience; an advanced degree is preferred.