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.

Team Introduction
The Monetization Customer Experience team provides omnichannel technical product support across our Advertising Products & Platforms ecosystem. Our team is based globally across Austin, Mountainview, London, Tel Aviv, Singapore, Tokyo & Sydney, providing global coverage for our internal and external stakeholders.

Our team partners with Product Specialist & Engineering teams to resolve issues, fix bugs & ensure the VOC of the customer is fed back into the products we develop for our team. The role is based in our Scaled Support function, which is growing fast to develop scalable technical support solutions, delivered via in-house and vendor teams.

Responsibilities:
- Manage the full cycle of L&D programmes (including e-learning) from needs analysis, design and co-development, delivery and evaluation on the TikTok Ads product platform
- Support the ongoing Training Program execution for our Global CX Operations team both in house and vendor workforce - end to end execution of training delivery program
- Design, prepare, and deliver a functional Train-the-Trainer model geared towards trainer skill assessment and certification
- Plan, communicate, and measure milestones, risks, and process improvement opportunities of day-to-day operations for various training program
- Create, organise, and present training and development initiatives using the Train-the-Trainer approach
- Use feedback from learners on the effectiveness of the various L&D programmes to continually improve on achieving learning outcomes.
- Standardise knowledge content format and manage content across our in house Knowledge Management tool
- Coordinate with XFN teams to setup knowledge sharing sessions and manage the teams training calendar
- Support on execution of training needs arising from Quality Audit feedback or Product knowledge gaps

Qualifications

Minimum Qualifications:
- 4+ years of L&D experience across any industry
- Proven experience as an L&D or Training Manager
- Familiarity with learning platforms and practices
- Practical experience of delivering learning sessions (classroom, virtual) and training audience
- Excellent communication skills (English) & ability engage senior business stakeholders

Preferred Qualification
- Strong project management experience

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.