Responsibilities
About the Team
Governance and Experience is a global team aiming to build a safe and trustworthy platform for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of GNE organization is our Service Support Centre (SSC) delivers service to our partners. As part of SSC is our Selling Partner Support (SPS) team who are responsible for supporting our Partners and internal users, we are looking for a Knowledge Management and Training Program Manager.
Responsibilities
Develop SOPs for Partner Support teams to ensure alignment with best practices and compliance standards.
Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across external teams.
Monitor the effectiveness of resolutions and continually refine processes to improve operational outcomes.
Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
Facilitate tech changes and updates. Create and maintain system documentation and provide training and support to team members and others as needed to ensure processes and procedures are understood and followed.
Work closely with department heads to understand operational needs and incorporate them into SOPs.
Conduct regular audits and process reviews to ensure SOPs are up-to-date and reflect current practices.
Identify and develop individualized and group training plans to address varying needs.
Calibrate and certify Inhouse and Outsource trainers and subject matter experts.
Conducts continuous training and development programs for the trainees by formulating and facilitating training programs to enhance product knowledge and customer service skills.
Develops curriculum to support classroom training and alternative training.
Provides feedback on existing curriculum for training improvements.
Prepares training booklets, administer tests and role-plays, as well as complete daily reports on your training experience.
Qualifications
Minimum Qualifications
Bachelor's degree or equivalent practical experience required.
3+ years of operations, training, program, or project management experience, ideally involving SOP development.
Familiarity with executing, contributing to, and creating SOPs.
Demonstrates effective, clear and professional written and oral communication.
Ability to collaborate cross-functionally with both tech and non-tech teams.
Preferred Qualifications
Experience in commerce or marketplace platforms is a plus.
Ability to successfully function across groups and drive influence throughout all levels of the organization.
Six Sigma or other process design certifications advantageous.
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.
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