At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
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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 and Moderation Team (SMT), who deliver Customer Service to our Buyers, and Selling Partner Support to our Sellers & Creators. The Selling Partner Support (SPS) team is looking for a Training and SOP Program Manager role to maintain an effective Training Program within the US Selling Partner Services (SPS) delivery team and build regional robust processes for supporting our internal customers, to ensure their query is effectively handled by the right team. This Training and SOP Program Manager will collaborate with GNE's cross-functional teams to improve our escalation processes and guidance. Additionally, this hire will work with our Global Product and Process team, which oversees global processes related to our on-call ticketing tools, Trust and Safety (TNS), and Business Risk Integrated Control (BRIC).

This position will be based in Seattle, Washington.

Role and Responsibilities
Training Programs
- Implement clear overall quality strategy with scalable processes, tools and systems that allow efficient monitoring of performance versus target.
- Create engaging learning activities and compelling course content that enhances retention and transfer
- Work with subject matter experts and identify target audience's training needs
- Assess (pre & post training) quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations teams 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 training performance.
- 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.
- Actively works with the QA to ensure alignment of technical specifications and processes.
- Attends periodic calibration sessions with QA and Operations to ensure calibration on training program-related issues.

SOP Programs
- Develop AMS SOPs to support internal customers routing and escalation-resolution;
- Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal teams;
- Provide regional training to team members to ensure processes and procedures are understood;
- Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact;
- Partner with Operational Excellence teams to facilitate tech changes and updates. Provide input for global tools and risks system documentation;
- Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts;
- Create a comprehensive Knowledge Base and documentation repository designed to facilitate access to information for team members and stakeholders

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience;
- 5 years of experience in training, operations, program, or project management;
- Familiarity with SOPs - executing, contributing to, and creating them;

Preferred Qualifications
- Experience in commerce or marketplace platform;
- Lean-Six Sigma Yellow Belt or equivalent Lean qualification
- Experience in developing Standard Operational Procedures (SOPs) and training programs
- Proven experience in data analysis, particularly in conducting root cause analysis
- Excellent written, verbal and interpersonal communication skills with experience to present to senior leadership

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

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $104711 - $192533 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.