TikTok Shop - Knowledge Management & Training Program Manager

Location:

Employment Type: Regular

Job Code: A82625

Responsibilities

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for our buyers, 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. We are seeking a Knowledge Management & Training (KMT) Program Manager for Brazil TikTok Shop to strengthen our frontline operations by ensuring associates are equipped with accurate knowledge, effective SOPs, and engaging training. This role is critical in improving resolution quality, reducing escalations, and delivering consistent brand‑aligned service.

Role & Responsibilities

KNOWLEDGE: