Shop - Knowledge Management and Training Program Manager

Global Operations

TikTok Shop - Knowledge Management and Training Program Manager

Location

:

Singapore

Employment Type

:

Regular

Job Code

:

A117854

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 Support Centre (SSC) thrives to deliver trustworthy and excellent service experiences. SSC is looking for an Knowledge Management and Training Program Manager.

Responsibilities

• Develop and execute a comprehensive training strategy, learning curriculum and execution framework to enhance BPO agents capabilities and ensure consistent service excellence.
• Review and identify gaps between training materials and SOPs, implementing improvements to provide agents with accurate and aligned information when serving sellers and buyers.
• Act as an advocate for BPO agents by highlighting process or SOP gaps, providing feedback and enhancing training resources to close identified issues effectively.
• Collaborate with internal teams to communicate system and tool updates promptly, ensuring timely training or knowledge updates for BPO agents to maintain operational accuracy.
• Partner with BPO training teams and leadership to ensure adherence to the defined training strategy and timely delivery of training programs across all service channels.
• Work closely with operational project teams to plan and execute the rollout of new features, processes, and tools within agreed timelines across the region.
• Support and drive the successful implementation of new initiatives and product launches, including but not limited to training-related programs.
• Serve as the regional Subject Matter Expert (SME) for all training, knowledge management, and process-related matters, ensuring best practices and operational excellence across the organization.

Qualifications

Minimum Qualifications

• Bachelor's Degree in education, business administration or training related fields.
• 1+ years of experience in Knowledge Management and Training in customer service, preferably within Customer Service.

Preferred Qualifications

• Master's degree in education, business administration or policy related fields.
• Experience in e-commerce or marketplace platforms
• Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.
• Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.

Job Information

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.

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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.

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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

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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.