TikTok Shop - Knowledge Management & Training Program Manager
Responsibilities
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.
Within GNE, the Service Support Centre (SSC) provides customer service for Buyers, Sellers, and Creators across the globe. We are seeking a Knowledge Management & Training (KMT) Program Manager for Brazil TikTok Shop to strengthen our frontline operations by ensuring associates are equipped with accurate knowledge, effective SOPs, and engaging training. This role is critical in improving resolution quality, reducing escalations, and delivering consistent brand-aligned service.
Role & Responsibilities:
KNOWLEDGE:
- Write, update, and continuously improve Standard Operating Procedures (SOPs) for Buyer, Seller, and Creator support. Partner with global and regional experts to ensure SOPs are accurate, scalable, and easy to adopt across BPOs.
Want more jobs like this?
Get jobs in São Paulo, Brazil delivered to your inbox every week.
- Monitor knowledge dashboards and BPO assessments to identify coaching opportunities and uplift associate knowledge levels.
- Proactively surface knowledge gaps and collaborate with cross-functional experts to update and localize global/regional SOPs.
- Audit and maintain internal and external knowledge portals (documents, videos, training decks, e-learning) to ensure alignment with global standards.
- Use customer feedback and operational data to pinpoint SOP weaknesses and partner with Product, Policy, and Ops teams to optimize.
- Partner with cross-functional teams to investigate escalations and convert insights into preventive product, process, or training updates.
TRAINING:
- Assess capability gaps across Buyer, Seller, and Creator support; design targeted training programs.
- Create modular training materials (e-learning, instructor-led, microlearning huddles, CRM scripts) tailored to operational needs.
- Evaluate BPO training delivery, measure effectiveness, and iterate on program design to ensure strong knowledge transfer.
- Monitor completion rates, feedback scores, and post-training performance to ensure timely and impactful learning.
- Ensure scripts, templates, and frontline communication reflect our brand voice while maintaining resolution accuracy.
Qualifications
Minimum Qualifications:
- BA/BS degree or equivalent practical experience required, with 3 years of experience in Knowledge Management and Training in customer service, preferably within Customer Service.
- Proven experience in developing and executing training programs.
- Proven experience in learning management systems (LMS), knowledge base platforms, and content tools.
- Proficiency in English and Portuguese is required for the role.
- Strong understanding of regional industry standards, business operations and regulatory requirements
Preferred Qualifications:
- Experience in e-commerce or marketplace platforms.
- Comfortable working with Microsoft Word and Excel.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.