Tiktok E-commerce

5 days ago

Singapore TikTok Full time

Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

About the Team
E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Experience Team is part of the Governance and Experience organization. Our mission is to provide world-class service and experience for customers, sellers and creators. Service and Experience Team is looking for a Knowledge Management Program Manager, who will be responsible for driving the user satisfaction of knowledge centre content.

Roles & Responsibilities
1. Define the content strategy for our knowledge base to maintain high quality, up-to-date, and searchable content for audiences of varying skill levels.
3. Leverage data analytics to evaluate business impact, track the usage and define efficiency of the knowledge-base content.
4. Establish writing guidelines based on knowledge base best practices.
5. Effectively manage project and stakeholder meetings, drive discussions to conclusion, and keep programs on track.
6. Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
7. Analyze user feedback, product analytics and external benchmarking to identify ways of optimising content within the knowledge base, including but not limited to gamification and motivating users to use, rate and give feedback on the content.
8. Provide clear, transparent communication about progress, priorities and decision making and make recommendations to the management team.

**Qualifications**:
1. Bachelor's degree or equivalent practical experience.
2. 3 years of experience of using knowledge management tools.
3. 3 years of experience of planning and writing technical and business documentation.
4. Excellent writing skills in English and fluent in English speaking.
5. Experience in E-commerce or customer service 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.

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