Responsibilities
Team Intro
Our Delivery Services team provides critical support to our Delivery Operations teams. It includes two core functions: workforce and capacity planning and vendor management, with the goal of improving operational efficiency and compliance.
The Forecasting Specialist will be responsible for developing and implementing forecasting methodologies to ensure optimal workforce management and financial planning. This role requires a deep understanding of data analysis, statistical modeling, and financial principles to provide insights that drive operational efficiency and business growth.
The Delivery Services team may be exposed to harmful content as part of their core day-to-day functions, as well as in project work; in response to escalation requests; or by chance.
Some content viewed my violate our community guidelines which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
Responsibilities:
1. Workforce Management:
- Analyze workforce data to forecast staffing needs based on historical trends, seasonal fluctuations, and business growth.
- Collaborate with operations teams to develop staffing plans that align with business objectives.
- Monitor and assess workforce performance metrics to identify areas for improvement and adjust forecasts accordingly.
2. Workforce & Financial Forecasting:
- Develop and maintain financial models to project revenue, expenses, and budgeting.
- Conduct variance analysis to compare actual financial performance against forecasts and provide insights to management.
- Prepare and present workforce and financial reports and forecasts to stakeholders, highlighting key trends, risks, and opportunities.
3. Capacity Planning:
- Analyze current and future operational needs to develop comprehensive capacity plans that support user support operations and content moderation.
- Collaborate with cross-functional teams to identify trends, potential risks, and opportunities for process improvements.
4. Data Analysis:
- Utilize advanced analytical tools and software to gather, analyze, and interpret data from various sources.
- Create and maintain reports and visualizations to communicate forecasting results effectively.
5. Collaboration:
- Work closely with cross-functional teams, including finance, operations, and HR, to ensure alignment in forecasting efforts.
- Participate in strategic planning sessions to provide data-driven insights that inform business decisions.
- Collaboration with internal and external (BPO) operational delivery teams on capacity planning, invoicing and forecasting needs.
- Collaborate with the change management team on upcoming product launches for departments supported to ensure workforce needs are accurately reflected in forecasts.
Qualifications
Minimum Qualifications:
- Bachelor’s degree in Finance, Business Administration, Statistics, or a related field; Master’s degree preferred.
- Over 4 years of proven experience in workforce management and financial forecasting, preferably in Trust and Safety Content Moderation, User Operations or Call Centre Operations.
- Strong analytical skills with proficiency in data analysis tools (e.g., Excel, SQL, forecasting software).
- Excellent communication and presentation skills, with the ability to convey complex information clearly.
- Detail-oriented with strong organizational and time management skills.
Preferred Qualifications:
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.
About USDS
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.
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.
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.
Diversity & Inclusion
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.
Trust & Safety
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.
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.
USDS Reasonable Accommodation
USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/USDS-RA