Capacity Planning Manager, Customer Support, Trust

Social network you want to login/join with:

Capacity Planning Manager, Customer Support, Trust & Safety, Dublin

col-narrow-left

Client:

TikTok

Location:

Dublin, Ireland

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

37e35dfeaeca

Job Views:

6

Posted:

21.06.2025

Expiry Date:

05.08.2025

col-wide

Job Description:

About the team

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.

Minimum Qualifications:

• Bachelor's degree in a quantitative field (e.g., Finance, Mathematics, Data Visualization, Economics, Supply Chain Management).
• Proven experience (5+ years) in demand forecasting and capacity planning to achieve operational excellence in a multi-channel & multi-site tech company.
• Strong analytical and problem-solving skills, with the ability to collect and analyze data, identify trends, and make informed decisions. Advanced proficiency in MS Excel, capable of translating analytical results into clear insights or solutions.
• Advanced project/program management expertise with proven experience in designing and implementing planning strategies with both internal and external stakeholders in a timely manner; able to identify risks and provide contingency plans.
• Excellent communication skills in English (both written and spoken); Proven experience in stakeholder management with strong ability to collaborate and influence stakeholders, utilize resources from all parties for positive output.

Preferred Qualifications:

• Proficiency with data analytics tools (e.g., SQL, Power BI, Tableau).
• Experience in Customer Support operations industry would be preferred.
• Resilience and a commitment to self-care, given the emotional demands of the Trust & Safety domain.

#J-18808-Ljbffr

---