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Training Program Manager
hace 2 meses
About the Role
TikTok is a leading destination for short-form mobile video, and our mission is to inspire creativity and bring joy. As a Training Program Manager, you will play a critical role in ensuring that our service delivery team has the skills and knowledge needed to provide a safe and trustworthy marketplace for our buyers, sellers, partners, and creators.
Key Responsibilities
- Develop and implement a comprehensive training program strategy to support the team's objectives and key results.
- Partner with the team trainer to improve team members' knowledge, service quality, and professionalism continuously.
- Establish clear quality standards and scalable processes to monitor performance versus targets.
- Collaborate with cross-functional stakeholder teams to create training projects and partner with them on training management and delivery.
- Work with Escalation Program Managers to improve problem identification and resolution skills and team productivity.
- Research and understand our target customers' expectations and needs to drive their satisfaction.
- Develop individualized and group training plans to address varying needs.
- Effectively communicate policy and SOP updates and developments with trainers, team members, and management.
- Produce statistical reports and insights on training performance and trends.
Requirements
- Bachelor's degree or equivalent practical experience.
- Fluency in English is required for the role.
- 3 years of experience in training, preferably within Customer Service.
- Excellent written, verbal, and interpersonal communication skills.
- Experience in developing and executing training programs.
About TikTok
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. We are passionate about celebrating our diverse voices and creating an environment that reflects the many communities we reach.
