TikTok Shop - Global Training Lead

Join us.

About the Team
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop.

Responsibilities
- Lead a team to 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 returns 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

- Bachelor degree or above with 3-5 years of relevant experience in managing a team.
- 5-8 years 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.
- Experience in the eCommerce industry is a plus.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.