TikTok Shop - Knowledge Management & Training Program Manager

Overview

TikTok Shop - Knowledge Management & Training Program Manager Location : Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Responsibilities

Knowledge Management

Knowledge Assessment : Monitor online live Knowledge Dashboard of BPO assessments to identify BPO coaching opportunities to uplift BPO Associate knowledge levels, to deliver true resolution. Knowledge Gaps : Identify BPO knowledge gaps within the operation and work with XFN teams to capture missing information from subject matter experts, updating Global & Regional Processes (SOP). Knowledge Articles : Daily audit of public and internal knowledge portals including documents, videos, presentations, training materials to ensure knowledge alignment with Global Process (SOP). Knowledge Usage : Track key metrics related to knowledge base usage, provide feedback to BPO for non-usage by BPO associates. SOP Improvement : Data analysis of customer feedback to identify processes that are not resolving issues. Work with Regional Solutions to ensure global-SOP enables our BPO operations to have a workable solution that resolves Buyers, Sellers or Creator issues - first time. Case-Resolution : Work closely with cross-functional teams to troubleshoot and resolve escalated issues, identify Product / Process / People-Coaching opportunities to reduce future escalations. Training

Training Assessment : Analyze training needs across all teams, design and deliver targeted training programs. Training Materials : Develop modular training materials, including e-learning modules, instructor-led presentations, Huddles and BPO CRM Scripts. BPO Training : Audit BPO training sessions to assess effectiveness of knowledge transfer and redesign to address any delivery gaps. Training Completion : Track training completion rates, and employee feedback, ensuring prompt completion of all required training. Brand Voice : Review scripts, tickets and IM Chats to ensure the fun & engaging tone in our responses conveys both our brand and true resolution. Qualifications

Minimum Qualifications BA / BS degree or equivalent practical experience required, with 1+ years of experience in Knowledge Management and Training in customer service, preferably within Customer Service. Excellent written and interpersonal communication skills, with experience in developing and executing training programs. Expertise in learning management systems (LMS), knowledge base platforms, and content tools. Preferred Qualifications Analytical mindset with the ability to drive process improvements and excellence, in a scalable perspective. Experience in e-commerce or marketplace platforms is advantageous. About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo. 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. We strive to do great things with great people, embracing curiosity, humility, and impact in a rapidly growing tech company. Join us and grow together.

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