TikTok Shop - Knowledge Management & Training specialist - French speaking

Overview

Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for users and partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us to build a commerce ecosystem that is innovative, secure and intuitive for our users.As part of the GNE organization, the Service and Support Center (SSC) delivers Customer Service to Buyers, Partners and internal users. We are seeking a Knowledge Management and Training Program Manager responsible for maintaining the highest level of knowledge resolution and training for our global networks.Responsibilities

Knowledge

– Monitor online live Knowledge Dashboard of BPO assessments to identify coaching opportunities to uplift BPO Associate knowledge levels and deliver true resolution.– Identify BPO knowledge gaps within the operation and work with cross-functional teams to capture missing information from subject matter experts, updating Global and Regional Processes (SOP).– Daily audit of public and internal knowledge portals including documents, videos, presentations and training materials to ensure alignment with Global Process (SOP).– Track key metrics related to knowledge base usage and provide feedback to BPO for non-usage by BPO associates.– Data analysis of customer feedback to identify processes that do not resolve issues and work with Regional Solutions to empower BPO operations with workable solutions that resolve Buyer, Seller or Creator issues on first contact.– Case resolution: Work with cross-functional teams to troubleshoot and resolve escalated issues and identify Product/Process/People coaching opportunities to reduce future escalations.Training

– Analyze training needs across all teams, design and deliver targeted training programs.– Develop modular training materials, including e-learning modules, instructor-led presentations, Huddles, and BPO CRM scripts.– Audit BPO training sessions to assess effectiveness of knowledge transfer and redesign to address delivery gaps.– Track training completion rates and employee feedback, ensuring timely completion of required training.– Ensure brand voice in scripts and tickets reflects a fun and engaging tone while delivering true resolution.Qualifications

Minimum QualificationsBachelor''s degree or equivalent practical experience2+ years in knowledge management, LandD, or operational training, preferably in support/service environmentsExperience with SOPs – executing, contributing to, and creating themExperience with LMS, knowledge base platforms, and content toolsExperience working with Dutch or French-speaking stakeholders in those marketsPreferred QualificationsGood project management skills with ability to prioritize in fast-paced settingsData-driven mindset; proficient with analytics tools and dataExperience working cross-functionally with tech and non-tech teamsAbout TikTok

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok''s global headquarters are in Los Angeles and Singapore, with offices around the world.Why Join Us

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make an impact in a rapidly growing tech company. We value teamwork, resilience, and an "Always Day 1" mindset to achieve meaningful breakthroughs for our users and communities. Join us.Diversity and Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. We celebrate diverse voices and aim to reflect the communities we ..... full job details .....