Knowledge, Management and Training (KMT) Program Manager - USDS

Team Intro: 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 Support Center (SSC) is part of the GNE organization.

Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop.

SSC is looking for a Knowledge Management & Training (KMT) Program Manager role to be responsible for building robust processes, identifying opportunities for improvement, and partnering with dependent teams to improve tools and systems for internal and external customers.

This position will develop, standardize, and enhance processes to drive efficiency and scalability for SSC.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department.

We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities: * Develop SOPs for local Customer Service, Seller Support, and Creator Support teams.

* Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.

* Leverage rapid, agile development techniques and processes to create content for a rapidly changing environment.

Lead process improvement efforts.

* Facilitate tech changes and updates.

Create and maintain knowledge base documentation and provide training and support to internal and outsourced team members and others as needed to ensure processes and procedures are understood and followed.

* Effectively manage project and stakeholder meetings, drive discussions to conclusion, and keep programs on track.

* Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.