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Instructional Design

Training Program Manager – USDS

Job Type Full-Time  
Experience Level Mid  
Organization Type Corporate L&D  
Pay Range $83k - $188k / yr  
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About TikTok U.S. Data Security

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary 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 U.S. user data, 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 across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

 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.

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 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.

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 and define training strategy, execution framework and learning curriculum to build Customer Service staff proficiency to achieve the best customer experience consistently.
  • 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.
  • Effectively and proactively manage training projects involving the entire project life cycle.
  • Act as a consultant to other Customer Service personnel, coaching them to develop and deliver training in areas of specialization.
  • 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.
  • Analyze the effectiveness of training and recommend ways to increase return on investment.
  • 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.
  • Gather, prioritize and approve new and non-strategic critical learning needs identified throughout the fiscal year.
  • 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.
  • Identify and approve solution and system requirements for training need requests.

Qualifications

Minimum Qualifications

  • Bachelor degree or above.
  • Over 3 years of work experience in coaching and training.
  • 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).
  • Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders.
  • Project management experience and understanding of particulars of cross-function and cross-geography project coordination.
  • Experience working with, and managing remote and/or virtual teams to work as one global training team.

Preferred Qualifications

  • Experience in the eCommerce industry is a plus.

About Organization

TikTok is the world's leading destination for short-form video. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Our employees lead with curiosity, and move at the speed of culture. Combined with our company's flat structure, you'll be given dynamic opportunities to make a real impact on a rapidly expanding company as you grow your career. We have offices across Asia Pacific, the Middle East, Europe, and the Americas – and we're just getting started.

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