Shop - Workforce Management Program Manager

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. Tik Tok 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.

Requirements:

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.