Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for buyers, sellers, and creators. This role is part of the Service Support Centre (SSC) in GNE, focusing on Knowledge Management & Training for Brazil TikTok Shop.
Responsibilities
As Program Manager, you will strengthen frontline operations through accurate knowledge, effective SOPs, and engaging training.
* Knowledge
o Write, update, and continuously improve Standard Operating Procedures (SOPs) for Buyer, Seller, and Creator support.
o Partner with global and regional experts to ensure SOPs are accurate, scalable, and easy to adopt across BPOs.
o Monitor knowledge dashboards and BPO assessments to identify coaching opportunities and uplift associate knowledge levels.
o Proactively surface knowledge gaps and collaborate with cross‑functional experts to update and localize global/regional SOPs.
o Audit and maintain internal and external knowledge portals (documents, videos, training decks, e‑learning) to ensure alignment with global standards.
o Use customer feedback and operational data to pinpoint SOP weaknesses and partner with Product, Policy, and Ops teams to optimize.
o Partner with cross‑functional teams to investigate escalations and convert insights into preventive product, process, or training updates.
* Training
o Assess capability gaps across Buyer, Seller, and Creator support; design targeted training programs.
o Create modular training materials (e‑learning, instructor‑led, micro‑learning huddles, CRM scripts) tailored to operational needs.
o Evaluate BPO training delivery, measure effectiveness, and iterate on program design to ensure strong knowledge transfer.
o Monitor completion rates, feedback scores, and post‑training performance to ensure timely and impactful learning.
o Ensure scripts, templates, and frontline communication reflect the brand voice while maintaining resolution accuracy.
Qualifications
* Minimum Qualifications
o BA/BS degree or equivalent practical experience, with 3 years in Knowledge Management and Training in customer service, preferably within Customer Service.
o Proven experience in developing and executing training programs.
o Proven experience in learning management systems (LMS), knowledge base platforms, and content tools.
o Highly organized, detail‑oriented, and execution‑focused, with strong ownership mindset.
o High oral/written proficiency in English and Portuguese.
* Preferred Qualifications
o Experience in e‑commerce or marketplace platforms.
o Comfortable working with Microsoft Word and Excel.
TikTok Accommodation
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
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