TikTok Shop - Seller & Creator Training Program Manager

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 not only our buyers, but also our sellers and creators.

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 Program within the US Selling Partner Services (SPS) delivery team.

We are open to hiring for this position in Seattle, Washington.

Role & Responsibilities

• Implement clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target
• Ensure quality framework is in place based on the business types / facts by coordinating across regions and stakeholders
• Create engaging learning activities and compelling course content that enhances retention and transfer
• Maintain program documentation and course folders
• Work with subject matter experts and identify target audience's training needs
• Access (pre & post training) quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance
• Research and understand customer expectations and needs to drive their satisfaction
• Identify and develop individualized and group training plans to address varying needs
• Effectively communicate updates and developments with team members, trainers and management
• Produce statistical reports and insights on quality performance
• 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, self-directed, 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
• Actively works with the QA to ensure alignment of technical specifications and process
• Attends periodic calibration sessions with QA and Operations to ensure calibration on training program-related issues

Qualifications

Minimum Qualifications

• BA / BS degree or equivalent practical experience
• 5+ years experience in quality and training
• Eager to learn, initiative taker and problem-solver
• Excellent written, verbal and interpersonal communication skills
• Experienced in developing and executing training programs
• Excellent skills for communicating and relating with both team members and customers
• Good written and verbal communication skills in English

Preferred Qualifications

• Quality and training experience within Customer Service
• Experience in commerce or marketplace platforms

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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws.

If you need assistance or a reasonable accommodation, please reach out to us at https : / / shorturl.at / cdpT2