Capacity Planning Manager - Customer Support, Trust & Safety

Global Operations

Capacity Planning Manager - Customer Support, Trust \& Safety

Location

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Singapore

Employment Type

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Regular

Job Code

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A242900

Responsibilities

About the team

TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission.

About the Role

As the Capacity Planning Manager within Trust \& Safety Customer Support Operations, you will serve as a strategic architect of cost efficiency and operational resilience. This role is accountable for shaping end-to-end forecasting and capacity strategies that directly influence business performance, risk management, and investment decisions.

You will partner closely with cross-functional leaders to translate business priorities into actionable capacity plans, optimize global resource allocation, and proactively identify structural opportunities to improve efficiency and sustainability. Through data-driven insights and strong executive stakeholder influence, you will ensure operational capacity is continuously aligned with evolving business demands.

Responsibilities

• Own and drive end-to-end demand forecasting and capacity planning for Trust \& Safety Customer Support, ensuring alignment with global business objectives, cost efficiency, and operational readiness. This includes exercising independent judgment to recommend and influence key resource allocation decisions in response to changing business needs.
• Design, implement, and continuously optimize planning frameworks, processes, and methodologies that translate strategic objectives into executable capacity plans. Ensure planning outputs materially contribute to business outcomes to enable targets on productivity and cost sustainability.
• Act as a strategic thought partner to Lines of Business (LoB) stakeholders, integrating complex and evolving requirements into holistic capacity strategies. Influence alignment across functions to ensure operational plans are tightly connected to business priorities.
• Build, maintain, and evolve forecasting and capacity models that balance cost, capacity, service levels, and user satisfaction across multiple LoBs and geographies.
• Analyze demand, productivity, and capacity data to surface trends, risks, and opportunities, and convert insights into clear recommendations for leadership stakeholders and decision-makers.
• Drive BPO budgeting, cost optimization initiatives, and financial governance to ensure effective workforce allocation, cost management, and adherence to financial controls.
• Provide functional leadership through expertise and influence, guiding stakeholders on capacity planning best practices, trade-offs, and implications, while fostering a culture of analytical rigor, accountability, and continuous improvement.

Qualifications

Minimum Qualifications

• Bachelor’s degree in a quantitative field (e.g., Finance, Mathematics, Business Analytics, Economics, Supply Chain Management).
• Proven experience (5+ years) in demand forecasting and capacity planning within a large-scale, multi-channel, multi-site technology or operations environment.
• Strong analytical and problem-solving skills, with demonstrated ability to structure ambiguous problems, analyze complex datasets, and drive data-backed decisions.
• Advanced proficiency in Python for data analysis, modeling, and automation (e.g., pandas, NumPy), as well as strong expertise in Microsoft Excel for advanced modeling and scenario analysis.
• Proven experience designing, recommending and executing complex planning initiatives across multiple stakeholders, with the ability to identify risks, manage trade-offs, and recommend pragmatic solutions.

Preferred Qualifications

• Proficiency in data analytics and visualization tools (e.g., SQL, Power BI, Tableau).
• Experience supporting Customer Support, Trust \& Safety, or other high-volume, service-driven operations.
• Experience operating in fast-paced, ambiguous environments with frequent change and competing priorities.
• Resilience and a commitment to self-care, given the emotional demands of the Trust \& Safety domain.

Job Information

Trust \& Safety

Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.

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TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.

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We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

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About TikTok

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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

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We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

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Diversity \& Inclusion

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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.