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) delivers Customer Service to our Buyers, Partners and internal users. As part of SSC is our Selling Partner Support (SPS) team who are responsible for supporting our Partners and internal users. We are looking for a Training Program Manager role to be responsible for maintaining an effective Training process within the service delivery team.

Role and Responsibilities
- Regularly assess the impact of training on employee performance by comparing pre- and post-training metrics
- Implement clear overall quality training strategy with scalable processes, tools and systems that allow efficient monitoring of performance versus target
- 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
- Calibrate and certify inhouse and outsource trainers and subject matter experts
- Conduct continuous training and development programs for the trainees by formulating and facilitating training programs to enhance product knowledge and customer service skills
- Develop curriculum to support classroom training and alternative training
- Leverage performance data to identify areas for improvement and ensure the relevance and effectiveness of training materials and delivery methods.
- Prepare training booklets, administer tests and role-plays, as well as complete daily reports on your training experience

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience, with 3 years of experience in training
- Experience partnering with offshore BPOs to execute training plans
- Experience working in fast-paced, high-pressure environments, similar to a startup but at scale. Proven ability to adapt quickly, prioritize tasks, and thrive under tight deadlines while maintaining quality and focus
- Curious and eager to learn the nuance of the processes and policies for which you are developing training programs
- Demonstrates eagerness to learn, initiative-taking abilities, and strong problem-solving skills.
- Possesses excellent written, verbal, and interpersonal communication skills, with experience in developing and executing training programs.
- Skilled in communicating effectively with both team members and customers, with proficiency in English

Preferred Qualifications
- Training experience within the Customer Service
- Experience in e-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

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $83600 - $143555 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.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

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.