Workforce and Workflow Lead

TikTok Pte. Ltd.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

TikTok Pte. Ltd. is seeking an Operations professional to own scheduling, staffing assessment, real-time monitoring, and volume routing end-to-end. You will lead workflow optimization and queue design to improve SLA, efficiency, and safety outcomes.

The role requires strong data analysis, stakeholder management, and English communication skills, with experience in large-scale operations planning preferred.

Qualifications

• Bachelor's degree or higher with 4+ years in data analysis, scheduling, real-time monitoring, or performance planning.
• Strong logical and structural thinking with deadline and priority management.
• Strong project management, communication, and cross-team coordination skills.
• Advanced proficiency in MS Excel with ability to summarize insights clearly.
• Attention to detail with large datasets.
• Excellent English communication (written and verbal).

Responsibilities

• Optimize internal business processes by analyzing problems in business implementation.
• Build workflow strategy, platform design, queue design to improve performance and efficiency.
• Monitor intraday and improve daily/moderation performance through process and efficiency tactics with Partner Success Team.
• Oversee workflow setup, online follow-up and testing, and improve platform performance from business perspective.
• Manage moderation strategy operations and local market safety optimization.
• Monitor capacity delivery schedules and model deployment scenarios using data-driven analysis.
• Enable tooling by collaborating with cross-functional teams to improve capacity monitoring and reporting tools; translate business needs into requirements and adoption plans.

Skills

Data analysis

Scheduling

Real-time monitoring

Performance monitoring

Project management

Excel

Stakeholder management

English communication

Education

Bachelor's degree

Job description

Responsibilities

About the team

Our Operations team moderate millions of videos globally every day, ensuring we are bringing only safe content to our users. Workflow Management builds and optimises moderation business processes, monitoring performance and continuously looks for areas to improve efficiency and maintain high standards of safety.

About the role

Own scheduling/staffing assessment & efficiency monitoring, real-time monitoring, and volume routing setup/management end-to-end. This role leads workflow optimization and queue design to improve SLA, efficiency, and operational outcomes, and drives cross-functional delivery of tooling and strategy changes.

Responsibilities

• Responsible for the internal business work-flow optimization, optimize internal business processes by collecting and analyzing problems in business implementation.
• Build workflow strategy, platform design, queue design to improve performance and efficiency in business
• Monitor intraday, improve on the day and short term moderation performance through various, process and efficiency tactics by colloboration with Partner Success Team.
• Responsible for workflow setup, follow-up on-line and test, and improve the performance and efficiency of the platform from the business line perspective.
• Responsible for moderation strategy operation and optimization of a local market safety strategy.
• Monitoring capacity delivery schedules and use data-driven analysis to model deployment scenarios and trade-offs.
• Tooling enablement. Work with cross-functional teams to improve capacity monitoring and reporting tools; translate business needs into clear requirements and adoption plans.

Qualifications

Minimum Qualifications

• Bachelor degree or above, 4+ years of experience in a related role (data analysis, scheduling, real time monitoring, performance monitoring & strategic planning). Experience in large-scale operations planning is a plus.
• Strong logical and structural thinking, ability to manage to deadlines and conflicting priorities well.
• Strong project management ability, strong communication ability, and project coordination ability, able to cooperate with multiple teams to complete the set of work goals.
• Strong/advanced proficiency of MS Excel with the ability to put analytical results in a concise document to provide insights or solutions.
• Keen eye for detail: comfortable handling large datasets while spotting granular issues.
• Strong stakeholder management skills, including with senior stakeholders.
• Excellent communication skills in English (written and verbal).

Preferred Qualification

• Regional/global working experience. 1+ years of cross-border people management experience will be preferred
• Experience in a BPO / social media / call center environment.
• Safety and moderation related work experiences are preferred.