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Training Program Manager - USDS
TikTok Los Angeles, CA
$117k-153k (estimate)
Full Time | IT Outsourcing & Consulting 4 Months Ago
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TikTok is Hiring a Remote Training Program Manager - USDS

Responsibilities
About TikTok U.S. Data Security
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
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. SMT is looking for an Experience Program Manager to manage the Automation and Self-service Experience Programs to make sure we prioritize the above needs and help the company remain competitive in the eCommerce field.
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
Responsibilities:
  • 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 return 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
  • Detail-oriented person.
  • Demonstrated 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.
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at usds.accommodations@tiktok.com.
Job Information
The base salary range for this position in the selected city is $104711 - $188522 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

Job Summary

JOB TYPE

Full Time

INDUSTRY

IT Outsourcing & Consulting

SALARY

$117k-153k (estimate)

POST DATE

01/18/2024

EXPIRATION DATE

05/11/2024

WEBSITE

tiktok.com

HEADQUARTERS

LONDON

SIZE

7,500 - 15,000

FOUNDED

2016

CEO

TIAN ZHAO

REVENUE

$10M - $50M

INDUSTRY

IT Outsourcing & Consulting

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