Responsibilities
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for our buyers, sellers, partners and creators. The Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SMT is looking for a Training Program Manager role to be responsible for maintaining an effective training process within the service delivery team.
**Responsibilities**:
- Establish the training program strategy & OKRs (Objectives and Key Results) and manage the training projects to support achieving team's OKRs.
- Partner with the team trainer to improve team members' knowledge, service quality and profession continuously.
- Implement clear overall quality strategy with scalable processes, tools and systems that allow efficient monitoring of performance versus target.
- Collaborate with cross-functional stakeholder teams to create training projects and partner with them on training management and delivery.
- Partner with Escalation Program Managers on case studies and train the team to improve problem identification and resolution skills. Improve the team's productivity and efficiency.
- Partner with Escalation Program Managers and Process & Product team to improve our Oncall systems and tools.
- Improve our Oncall automation and self-service through training and best practices.
- Research and understand our target customers' expectations and needs to drive their satisfaction.
- Identify and develop individualized and group training plans to address varying needs.
- Effectively communicate policy & SOP updates and developments with trainers, team members and management.
- Produce statistical reports and insights on training performance and trends.
- 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 degree or equivalent practical experience.
- Fluency in English is required for the role.
- 3 years experience in training, preferably within Customer Service.
- Excellent written, verbal and interpersonal communication skills.
- Experienced in developing and executing training programs.
**Preferred Qualifications**:
- Experience in e-commerce or marketplace platforms is a plus.
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.
