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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
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.
Team Introduction
The Monetization Customer Experience team provides omnichannel technical product support across our Advertising Products & Platforms ecosystem. Our team is based globally across Austin, Mountainview, London, Tel Aviv, Singapore, Tokyo & Sydney, providing global coverage for our internal and external stakeholders.
Our team partners with Product Specialist & Engineering teams to resolve issues, fix bugs & ensure the VOC of the customer is fed back into the products we develop for our team. The role is based in our Scaled Support function, which is growing fast to develop scalable technical support solutions, delivered via in-house and vendor teams.
Responsibilities:
- Manage the full cycle of L&D programmes (including e-learning) from needs analysis, design and co-development, delivery and evaluation on the TikTok Ads product platform
- Support the ongoing Training Program execution for our Global CX Operations team both in house and vendor workforce - end to end execution of training delivery program
- Design, prepare, and deliver a functional Train-the-Trainer model geared towards trainer skill assessment and certification
- Plan, communicate, and measure milestones, risks, and process improvement opportunities of day-to-day operations for various training program
- Create, organise, and present training and development initiatives using the Train-the-Trainer approach
- Use feedback from learners on the effectiveness of the various L&D programmes to continually improve on achieving learning outcomes.
- Standardise knowledge content format and manage content across our in house Knowledge Management tool
- Coordinate with XFN teams to setup knowledge sharing sessions and manage the teams training calendar
- Support on execution of training needs arising from Quality Audit feedback or Product knowledge gaps
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