TikTok Shop by Tokopedia - SMB Education and Enablement Lead - Indonesia

Responsibilities

About the team:
This role will support SMB (Small Medium Business) Platform-Level Projects where you will lead high-impact initiatives to drive GMV growth for our sellers. You will work within a dynamic environment, where each quarter's priorities are set based on platform most urgent needs. Success in this role means skillfully managing multiple complex projects, collaborating across functions, and influencing key stakeholders with data-backed insights.

Roles & Responsibilities:
- Own the overall Education & Enablement strategy, combining internal enablement for BPO teams and external seller education to improve both operational capacity and merchant growth outcomes.
- Design and optimize the end-to-end BPO enablement journey, including capability mapping, training curriculum, exams, SOPs, QA frameworks, and productized tools (e.g. AM Mission, AI QA, communication tools, etc.) to systematically improve agent productivity, consistency and issue resolution quality across vendors.
- Lead seller education strategy for PGC (professionally-generated content for platform-owned GTM channels), including seller outreach optimization, social media account operations and community expansion & management, etc. to increase coverage, engagement and learning effectiveness for SMB merchants.
- Collaborate closely with Product, Ops, Marketing, GR/Comms and ecosystem partners to align enablement and education initiatives with platform priorities, and regularly measure impact through clear metrics (e.g. NPS, execution quality, merchant growth metrics, etc.).
- Manage and mentor the Education & Enablement team, setting clear goals and development plans, and fostering a culture of continuous improvement, experimentation, and data-driven iteration.

Qualifications

Minimum Qualification(s):
- Bachelor's degree or above, with 5+ years of experience in internet/e-commerce/operations or enablement/education, including experience working with BPO or frontline execution teams.
- Strong understanding of operational excellence and enablement practices, with proven experience in designing end-to-end enablement journeys (capability mapping → training → exam/certification → QA/SOP), and in initiating product tools that improve execution quality and productivity.
- Solid data literacy, able to define KPIs, analyze performance (e.g. NPS, efficiency metrics, merchant outcomes), and use insights to refine programs and strategies; proficiency in Excel/Sheets is required.
- Excellent cross-functional communication and collaboration skills, capable of aligning with Product, Ops, Marketing, GR/Comms, and ecosystem partners to co-design and implement enablement and education initiatives.

Preferred Qualification(s):
- 2+ years of people management experience.
- Proficiency in SQL or BI tools.
- Experience in seller or customer education is a strong plus, including channel strategy, content design, social media operations, or community management aimed at driving adoption and behavior change.
- Strong ownership mindset, result-oriented, and comfortable driving change in a fast-paced, and ambiguous environment.