{"id":1236436,"url":"https://alion.io/job/tiktok-tiktok-shop-workforce-management-program-manager","title":"TikTok Shop - Workforce Management Program Manager","company":{"id":47,"name":"TikTok","domain":"tiktok.com","url":"https://alion.io/company/tiktok","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Feishu","truth_index":{"grade":"B","score":84,"open_postings":1569,"ghost_share":0,"stale_share":0.447,"repost_share":0,"time_to_fill_p50_days":94,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-08-25T14:42:37Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-13T02:59:57Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":48},"description":"岗位职责 / Responsibilities\nGlobal 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.\nWithin 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.\nResponsibilities:\n- Manage workforce planning for BPO sites to ensure adequate staffing level.\n- Create data models for business volume forecasting and set up multi-dimensional capacity models to balance user experience and cost effectiveness.\n- Design shifts complying with local labor laws and adjust plans quickly for unexpected operational changes.\n- Drive continuous improvement of WFM processes, tools, and systems.\n- Own BPO performance management, proactively identifying outliers, performance gaps and root causes to drive measurable improvements against business targets.\n- 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.\n- Ensure BPO execution, SOPs, KMT and quality standards remain aligned with GVM global practices and country-level business priorities.\n- Support BPO billing governance, validating headcount, attendance, productivity and delivered services to ensure billing accuracy and cost efficiency.\n- 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.\n任职要求 / Requirements\nMinimum Qualification(s):\n- Experience as a WFM individual contributor with regional/global scope in multi-channel & multi-site workforce management or capacity planning.\n- High Oral/Written proficiency in English and Spanish is required for this role due to cross functional collaboration with global teams.\nPreferred Qualification(s):\n- Experience in e-commerce, marketplace, or platform operations. \n- Familiarity with customer service KPIs (CSAT, SLA, AHT, FCR, contact rate, etc.). \n- Proficient in data analysis and familiar with business intelligence tools; experience with SQL, HQL, and WFM systems is a plus.\n- Bachelor's degree or equivalent education/experience; an advanced degree is preferred.","description_format":"text","description_chars":2715,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Social Commerce","Advertising","Marketplaces","Streaming & OTT Platforms"],"lifecycle":[{"event":"open","at":"2026-09-25T16:14:42Z"}],"visa":[],"liveness":{"score":57,"band":"ok","label":"Likely open","p_open":1,"p_active":0.792,"p_room":0.72,"age_days":47,"expected_fill_days":94,"reasons":["conf:3","velocity","win:mid","crowd:brand"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/tiktok-tiktok-shop-workforce-management-program-manager","json_url":"https://alion.io/job/tiktok-tiktok-shop-workforce-management-program-manager.json","meta":{"generated_at":"2026-10-13T05:31:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8552,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":47},"rest":"https://alion.io/mcp/rest/get_company?id=47"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftiktok-tiktok-shop-workforce-management-program-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftiktok-tiktok-shop-workforce-management-program-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftiktok-tiktok-shop-workforce-management-program-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tiktok-tiktok-shop-workforce-management-program-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftiktok-tiktok-shop-workforce-management-program-manager"}]}