What are the responsibilities and job description for the Knowledge, Management and Training (KMT) Program Manager - USDS position at TikTok USDS Joint Venture?
Responsibilities
Team Intro:
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Support Center (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SSC is looking for a Knowledge Management & Training (KMT) Program Manager role to be responsible for building robust processes, identifying opportunities for improvement, and effectively transferred to our staff through a world-class learning curriculum. This position will develop, standardize, and enhance training materials to drive efficiency and scalability for SSC.
Responsibilities:
- Design and maintain a structured internal Knowledge Base of SOPs that are easily searchable, accurate, and optimized for high-speed live chat and ticket handling environments.
- Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
- Identify business-critical learning needs and design end-to-end training programs. This includes onboarding for new hires and "upskilling" tracks for veteran agents on topics like affiliate marketing, campaigns, and account health.
- Lead high-impact training sessions, workshops, and virtual classrooms. You will be the primary facilitator for new hire onboarding and critical product launches, ensuring an engaging and effective learning environment.
- Develop and conduct comprehensive "Train the Trainer" sessions. You will certifiy Team Leads and Subject Matter Experts (SMEs) to deliver specialized content, ensuring teaching consistency and quality across the entire organization.
- Manage the entire lifecycle of Knowledge and Learning projects, ensuring all stakeholders are aligned on priorities, plans, and progress.
- Analyze the effectiveness of both the Knowledge Base (usage rates, accuracy) and Training programs (CSAT, AHT impact) to recommend ways to increase ROI.
Qualifications
Minimum Qualifications:
- Bachelor’s degree or above.
- 3 years of work experience in Knowledge Management (KM), Learning & Development (L&D), or Instructional Design within a fast-paced contact center environment.
- Experience in operations, program, or project management; preferably with experience in developing and executing Standard Operational Procedures (SOPs).
- Exceptional writing and editing skills with a focus on precision and clarity.
- Proven ability to work in a diverse environment with previous analytical experience (e.g., proficient in Excel and able to analyze data to identify knowledge gaps).
- Experience in coordinating cross-functional projects, particularly those involving policy or technical product releases.
Preferred Qualifications:
- Six-Sigma or other process design certifications are a plus.
- Experience in eCommerce or marketplace platform is a plus
About USDS
TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.
On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
USDS Reasonable Accommodation
USDS 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 https://tinyurl.com/USDS-RA
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $104712 - $143556 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.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
Team Intro:
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Support Center (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SSC is looking for a Knowledge Management & Training (KMT) Program Manager role to be responsible for building robust processes, identifying opportunities for improvement, and effectively transferred to our staff through a world-class learning curriculum. This position will develop, standardize, and enhance training materials to drive efficiency and scalability for SSC.
Responsibilities:
- Design and maintain a structured internal Knowledge Base of SOPs that are easily searchable, accurate, and optimized for high-speed live chat and ticket handling environments.
- Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
- Identify business-critical learning needs and design end-to-end training programs. This includes onboarding for new hires and "upskilling" tracks for veteran agents on topics like affiliate marketing, campaigns, and account health.
- Lead high-impact training sessions, workshops, and virtual classrooms. You will be the primary facilitator for new hire onboarding and critical product launches, ensuring an engaging and effective learning environment.
- Develop and conduct comprehensive "Train the Trainer" sessions. You will certifiy Team Leads and Subject Matter Experts (SMEs) to deliver specialized content, ensuring teaching consistency and quality across the entire organization.
- Manage the entire lifecycle of Knowledge and Learning projects, ensuring all stakeholders are aligned on priorities, plans, and progress.
- Analyze the effectiveness of both the Knowledge Base (usage rates, accuracy) and Training programs (CSAT, AHT impact) to recommend ways to increase ROI.
Qualifications
Minimum Qualifications:
- Bachelor’s degree or above.
- 3 years of work experience in Knowledge Management (KM), Learning & Development (L&D), or Instructional Design within a fast-paced contact center environment.
- Experience in operations, program, or project management; preferably with experience in developing and executing Standard Operational Procedures (SOPs).
- Exceptional writing and editing skills with a focus on precision and clarity.
- Proven ability to work in a diverse environment with previous analytical experience (e.g., proficient in Excel and able to analyze data to identify knowledge gaps).
- Experience in coordinating cross-functional projects, particularly those involving policy or technical product releases.
Preferred Qualifications:
- Six-Sigma or other process design certifications are a plus.
- Experience in eCommerce or marketplace platform is a plus
About USDS
TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.
On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
USDS Reasonable Accommodation
USDS 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 https://tinyurl.com/USDS-RA
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $104712 - $143556 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.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
Salary : $104,712 - $143,556