TikTok Shop - Knowledge Management & Training Program Manager

Job description

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 Support Center (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for a Knowledge Management & Training Program Manager, responsible for maintaining the highest level of Knowledge resolution and Training for our global networks. Roles & Responsibilities: 1. Knowledge: - Knowledge Assessment: Monitor online live Knowledge Dashboard of BPO assessments to identify BPO coaching opportunities to uplift BPO Associate knowledge levels, to deliver true resolution. - Knowledge Gaps: Identify BPO knowledge gaps within the operation and work with XFN teams to capture missing information from subject matter experts, updating Global & Regional Processes (SOP). - Knowledge Articles: Daily audit of public and internal knowledge portals i...