Customer Service Training Program Manager - Usds

Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.
About USDS
At TikTok, we're committed to a process of continuous innovation and improvement in our user experience and safety controls. We're proud to be able to serve a global community of more than a billion people who use TikTok to creatively express themselves and be entertained, and we're dedicated to giving them a platform that builds opportunity and fosters connection. We also take our responsibility to safeguard our community seriously, both in how we address potentially harmful content and how we protect against unauthorized access to user data.
U.S. Data Security (“USDS”) is a standalone department of TikTok in the U.S. This new security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and user data in the U.S., so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
About the Team:
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Experience Team (SET) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. SET is looking for a Training Program Manager role to develop and define global service training strategy, execution framework and learning curriculum to build Customer Service staff proficiency to achieve the best customer experience consistently.
Responsibilities:

• Analyze the effectiveness of training and recommend ways to increase return on investment.
• Gather, prioritize and approve new and non-strategic critical learning needs identified throughout the fiscal year.
• Develop and define training strategy, execution framework and learning curriculum to build Customer Service staff proficiency to achieve the best customer experience consistently.
• Effectively and proactively manage training projects involving the entire project life cycle.
• Identify business critical learning needs, prioritize and approve budgeted resources required for fulfillment, review, validate and modify the Training Plan monthly to ensure consistent targeting of learning solution expectations in the region.
• Ensure organizational understanding (at the appropriate level) of your training priorities, plans, and progress. Ensure appropriate accountability for attendance, knowledge transfer, knowledge measures and course evaluation feedback that improves effective utilization of training resources.
• Act as a consultant to other Customer Service personnel, coaching them to develop and deliver training in areas of specialization.
• Identify and approve solution and system requirements for training need requests.
• Commit appropriate budgetary resources for unforeseen learning readiness needs required, such as tools, security and other business elements critical to services and experience as a whole. Reserve budgeted funds for unanticipated demands.
• Ensure appropriate members of the team learn prerelease products in area(s) of training responsibility in order to train outsourced vendor trainers to successfully support the product once it is released.

Qualifications

• Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders.
• Experience in the eCommerce industry is a plus.
• Bachelor degree or above.
• Second language proficiency is a plus.
• Experience working with, and managing remote and/or virtual teams to work as one global training team.
• Problem solver, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards).
• Detail-oriented person.
• Project management experience and understanding of particulars of cross-function and cross-geography project coordination.
• 3-5 years of work experience in coaching and training.

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 [email protected].