Commerce - Training Program Manager

Responsibilities

ByteDance is a global incubator of platforms at the cutting edge of commerce, content, entertainment, and enterprise services - over 2.5 billion people interact with ByteDance products, including TikTok.

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.

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 and creators. 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 the Training Program Manager, your role will be responsible to develop and define global service training strategy, execution framework and learning curriculum to build Customer Service staff proficiency to achieve the best customer experience consistently.

Responsibilities:
- Develop and define training strategy, execution framework and learning curriculum to build Customer Service staff proficiency to achieve the best customer experience consistently.
- Identify business critical learning needs, prioritize and approve budgeted resources required for fulfillment, review, validate and modify the Training Plan monthly to ensure consistent targeting of learning solution expectations in the region.
- Effectively and proactively manage training projects involving the entire project life cycle.
- Act as a consultant to other Customer Service personnel, coaching them to develop and deliver training in areas of specialization.
- Ensure appropriate members of the team learn prerelease products in area(s) of training responsibility in order to train outsourced vendor trainers to successfully support the product once it is released.
- Analyze the effectiveness of training and recommend ways to increase return on investment.
- Ensure organizational understanding (at the appropriate level) of your training priorities, plans, and progress. Ensure appropriate accountability for attendance, knowledge transfer, knowledge measures and course evaluation feedback that improves effective utilization of training resources.
- Gather, prioritize and approve new and non-strategic critical learning needs identified throughout the fiscal year.
- Commit appropriate budgetary resources for unforeseen learning readiness needs required, such as tools, security and other business elements critical to services and experience as a whole. Reserve budgeted funds for unanticipated demands.
- Identify and approve solution and system requirements for training need requests.

Qualifications

Minimum Qualifications:
- Bachelor degree or equivalent practical experience.
- Fluency in English and Portuguese is required for the role.
- 3 years experience in training, preferably within Customer Service.
- Problem solver, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards).
- Experienced in developing and executing training programs.

Preferred Qualifications:
- Experience in e-commerce or marketplace platforms is a plus.
- Project management experience and understanding of particulars of cross-function and cross-geography project coordination.

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