Shop - Partner Operations & WFM Program Manager

The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust.

We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on.

You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem.

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 Partner Operations & WFM 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 Qualifications:

• Experience as a WFM individual contributor with regional/global scope in multi-channel & multi-site workforce management or capacity planning.
• 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.
• High Oral/Written proficiency in English and Spanish is required for this role due to cross functional collaboration with global teams.

Preferred Qualifications:

• Experience in e-commerce, marketplace, or platform operations.
• Familiarity with customer service KPIs (CSAT, SLA, AHT, FCR, contact rate, etc.).