TikTok Shop - Knowledge Management & Training Program Manager - Seller Acquisition & Enablement

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.

Role & Responsibilities:
- Translate acquisition and incubation strategy into clear, executable, and localized SOPs, scripts, playbooks, and enablement materials for frontline and BPO teams.
- Design, launch, and continuously improve the end-to-end BPO training framework, including onboarding training, phase-based upskilling, and certification / assessment mechanisms.
- Own and maintain the seller outbound & onboarding knowledge base, ensuring SOPs stay in sync with product updates, policy changes, and operational process evolution.
- Partner closely with QA, Ops, and Program Managers to identify execution gaps, quality issues, and conversion bottlenecks, and drive targeted training interventions.
- Support pilot launches and scale-ups by ensuring consistent execution standards across agents, teams, and vendors.
- Enable operational scalability by standardizing knowledge, reducing ramp-up time, and improving BPO productivity and quality through structured enablement.

Qualifications

Minimum Qualifications:
- +3 years of experience in operations enablement, SOP design, training, knowledge management, or program management, preferably in e-commerce, marketplaces, or platform operations.
- Proven experience designing and delivering training programs for frontline teams or BPOs, including onboarding, refresh training, and performance-based upskilling.
- Strong ability to translate complex strategies or policies into simple, executable SOPs and materials.
- Hands-on experience working with QA, performance data, and operational metrics to drive continuous improvement.
- Excellent stakeholder management skills; able to work cross-functionally with Operations, Product, Policy, Legal, and external vendors.
- Highly organized, detail-oriented, and execution-focused, with strong ownership mindset.
- High Oral/Written proficiency in English and Portuguese is required for this role due to cross functional collaboration with global teams.