Shop - Knowledge Management & Training Program Manager

Responsibilities
About the Team

Governance and Experience is a global team aiming to build a safe and trustworthy marketplace 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 and Support Center (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for a Knowledge Management & Training Program Manager, responsible for maintaining the highest level of Knowledge resolution and Training for our global networks.

Roles & Responsibilities

Knowledge:

• Knowledge Assessment: Monitor online live Knowledge Dashboard of BPO assessments to identify BPO coaching opportunities to uplift BPO Associate knowledge levels, to deliver true resolution.

• Knowledge Gaps: Identify BPO knowledge gaps within the operation and work with XFN teams to capture missing information from subject matter experts, updating Global & Regional Processes (SOP).

• Knowledge Articles: Daily audit of public and internal knowledge portals including documents, videos, presentations, training materials to ensure knowledge alignment with Global Process (SOP).

• Knowledge Usage: Track key metrics related to knowledge base usage, provide feedback to BPO for non-usage by BPO associates.

• SOP Improvement: Data analysis of customer feedback to identify processes that are not resolving issues and work upstream with global owners to change Product, Policy or Process.

• Case-Resolution: Work closely with cross-functional teams to troubleshoot and resolve escalated issues, identify the Product/Process/People-Coaching opportunities to reduce future escalations.

Training:

• Training Assessment: Analyze training needs across all teams, design and deliver targeted training programs.

• Training Materials: Develop modular training materials, including e-learning modules, instructor-led presentations, Huddles and BPO CRM Scripts.

• BPO Training: Audit BPO training sessions to assess effectiveness of knowledge transfer and redesign to address any delivery gaps.

• Training Completion: Track training completion rates, and employee feedback, ensuring prompt completion of all required training.

• Brand Voice: Review scripts, tickets and IM Chats to ensure the fun & engaging tone in our responses conveys both our brand and true resolution.

Qualifications
Minimum Qualifications

• BA/BS degree or equivalent practical experience required, with at least 1 year of experience in Knowledge Management and Training in customer service, preferably within Customer Service.

• Possesses excellent written, verbal, and interpersonal communication skills, with experience in developing and executing training programs.

• Expertise in learning management systems (LMS), knowledge base platforms, and content tools.

• Skilled in communicating effectively with both team members and customers, with proficiency in English and the specified language for the market.

• Industry Standard: Strong understanding of regional industry standards, business operations and regulatory requirements.

Preferred Qualification

• Experience in e-commerce or marketplace platforms is 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.​

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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.​