Workforce & Workflow Program Manager

TikTok; Kuala Lumpur; On-site; MYR 60,000 - 96,000; Full time

Job summary

TikTok is seeking candidates for a data/ops-focused role in Kuala Lumpur to safeguard user interactions across Account, Search, and Messaging. The team coordinates safety operations, workforce readiness, and cross-team collaboration to ensure scalable moderation and sustained service levels.

The role emphasizes data analysis, metrics design, and tool proficiency to optimize processes and support new product launches within a fast-paced safety environment.

Qualifications

• Minimum two years of experience in data analysis, business analysis, or product operations.
• Familiarity with metrics system design, attribution analysis, and goal-setting methodologies.
• Strong communication skills across teams and stakeholders.

Responsibilities

• Own end-to-end moderation queue configuration and governance; optimize queue settings.
• Monitor efficiency metrics like AHT and UR; identify trends and suggest improvements.
• Plan staffing for new launches; coordinate with training teams and SLA forecasts.
• Monitor real-time workforce and queue saturation; recommend mitigating actions.
• Develop contingency plans for volume surges and platform changes.
• Collaborate with Product Ops, Vendor Management, QA, and Policy teams on capacity.

Job description

Responsibilities

The Account, Search & Interaction Safety Team is a lean and agile group focused on safeguarding user interactions across Account, Search, Comment, and Messaging. Our mission is to respond quickly to evolving safety challenges by streamlining workflows, implementing efficient operational processes, and fostering cross team collaboration to proactively address risks.

The planning team ensures that safety operations are adequately resourced, optimized, and future-ready. By aligning workforce supply with business needs, managing vendors and internal capacity, and responding to real-time changes, the team plays a central role in maintaining service levels, productivity, and long term scalability of safety operations.

Responsibilities

• Moderation Queue & Management
  Own the end-to-end configuration of moderation queues, including creation, permission management, queue settings, policy collection binding, enqueue issue monitoring and completion monitoring to ensure smooth task distribution and governance. Seek tooling optimization for more feasible and efficient queue settings.
• Efficiency Metrics Optimization
  Monitor and analyze key operational efficiency indicators such as Average Handling Time (AHT) and Utilization Rate (UR). Identify inefficiencies, surface trends, and recommend improvement actions to optimize productivity and maintain quality standards.
• Project Readiness & Staffing for New Launches
  Ensure timely workforce readiness for new product or policy launches. Plan ramp-up timelines, align with training teams, and validate staffing sufficiency to meet forecasted volumes and SLA expectations.
• Real-time Workforce Monitoring & Saturation Alerts
  Monitor active staffing levels and queue capacity to detect early signs of resource saturation. Provide timely warnings and mitigation strategies (e.g., reallocation, overtime, or temp staffing) to prevent operational bottlenecks.
• Scenario Planning & Contingency Management
  Conduct scenario-based planning to account for potential volume surges, platform changes, or crisis events. Develop contingency plans to safeguard moderation continuity and maintain SLAs.
• Stakeholder Collaboration & Communication
  Work closely with Product Ops, Vendor Management, QA, and Policy teams to align capacity plans with evolving business priorities and ensure shared visibility into staffing risks and mitigation plans.

Qualifications

Minimum Qualifications:

• Bachelor's degree or above in Mathematics, Statistics, Computer Science, Engineering, or a related field.
• At least 2 years of experience in data analysis, business analysis, or product operations.
• Familiarity with metrics system design, attribution analysis, and goal-setting methodologies.
• Proficient in data visualization tools (e.g., Tableau, Power BI), SQL, Excel, and statistical analysis tools.

Preferred Qualifications:

• Strong communication skills, with the ability to collaborate effectively across teams and stakeholders.

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.

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.