Capacity Planning Manager, Customer Support, Trust & Safety
TikTok
Office
Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia
Full Time
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 the Customer Support Operations team in Trust & Safety, you will play a key role in driving operational excellence by developing and implementing forecasting and capacity planning strategies that align with the company's business objectives. This role requires a deep understanding of operational capacity, resource allocation, and demand forecasting. The successful candidate will lead cross-functional teams to optimize capacity utilization, identify opportunities for improvement, and ensure that operational capacity meets business needs.
Responsibilities
- Strategically lead the demand forecasting and capacity planning process for Customer Support Operations, ensuring alignment with global business objectives and operational efficiency. This includes the authority to make key decisions on resource allocation and adjustments based on evolving business needs.
- Design, implement and continuously optimize high-level workflow processes to guarantee planning activities are in line with strategic business goals, demonstrating a command over the planning and execution phases to ensure outcomes contribute significantly to the company's goal in both Customer Support and Operational Effectiveness.
- Cultivate and manage relationships with Lines of Business partners, employing a strategic approach to facilitate the effective integration of LoB requirements into overall capacity planning, thereby ensuring that operational strategies are closely aligned with business priorities.
- Build forecasting models balancing cost, capacity, and user/employee experience for multiple LOBs.
- Analyze demand and capacity data to identify trends, opportunities, and challenges, and make informed decisions about capacity planning.
- Drive BPO budgeting, cost optimization initiatives, and financial governance to ensure effective workforce allocation, cost management, and financial compliance.
- Provide leadership and direction to cross-functional teams and stakeholders, in a manner that exemplifies command over resource allocation and capacity planning. This entails making critical decisions that impact the organization's ability to meet its strategic objectives, fostering a culture of excellence and innovation
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 the Customer Support Operations team in Trust & Safety, you will play a key role in driving operational excellence by developing and implementing forecasting and capacity planning strategies that align with the company's business objectives. This role requires a deep understanding of operational capacity, resource allocation, and demand forecasting. The successful candidate will lead cross-functional teams to optimize capacity utilization, identify opportunities for improvement, and ensure that operational capacity meets business needs.
Responsibilities
- Strategically lead the demand forecasting and capacity planning process for Customer Support Operations, ensuring alignment with global business objectives and operational efficiency. This includes the authority to make key decisions on resource allocation and adjustments based on evolving business needs.
- Design, implement and continuously optimize high-level workflow processes to guarantee planning activities are in line with strategic business goals, demonstrating a command over the planning and execution phases to ensure outcomes contribute significantly to the company's goal in both Customer Support and Operational Effectiveness.
- Cultivate and manage relationships with Lines of Business partners, employing a strategic approach to facilitate the effective integration of LoB requirements into overall capacity planning, thereby ensuring that operational strategies are closely aligned with business priorities.
- Build forecasting models balancing cost, capacity, and user/employee experience for multiple LOBs.
- Analyze demand and capacity data to identify trends, opportunities, and challenges, and make informed decisions about capacity planning.
- Drive BPO budgeting, cost optimization initiatives, and financial governance to ensure effective workforce allocation, cost management, and financial compliance.
- Provide leadership and direction to cross-functional teams and stakeholders, in a manner that exemplifies command over resource allocation and capacity planning. This entails making critical decisions that impact the organization's ability to meet its strategic objectives, fostering a culture of excellence and innovation
Capacity Planning Manager, Customer Support, Trust & Safety
Office
Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia
Full Time
August 4, 2025