TikTok Shop - Angel Oncall Training & SOP Program Manager

Responsibilities

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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.

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 experienc