Responsibilities

　　About TikTok

　　TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, 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.

　　About USDS

　　At TikTok, we're committed to a process of continuous innovation and improvement in our user experience and safety controls. We're proud to be able to serve a global community of more than a billion people who use TikTok to creatively express themselves and be entertained, and we're dedicated to giving them a platform that builds opportunity and fosters connection. We also take our responsibility to safeguard our community seriously, both in how we address potentially harmful content and how we protect against unauthorized access to user data.

　　U.S. Data Security ("USDS") is a standalone entity of TikTok in the U.S. This new security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and user data in the U.S., so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

　　About The Team

　　Our User Support Team is responsible for providing timely, high-quality support to the TikTok community. Be it a forgotten account login credential or a technical issue, we provide friendly, on-brand resolutions 7 days/a week. We're looking for a self-motivated people leader to join our team.

　　The User Support Learning Manager will report to the User Support Learning & Quality Manager. In this role, you will lead a rapidly expanding team of trainers while supporting the creation of the learning pillar within USDS User Support Learning & Quality Team. This role will play a large part in driving the success of User Support and will require someone who takes initiative in developing solutions.

　　Responsibilities

　　- Conduct regular learning needs analysis and align with cross-functional teams to adapt training programs to the needs of the business across product, processes, and soft skills.

　　- Own the performance management, coaching and professional development of a team of User Support Trainers.

　　- Partner with L&Q leadership and User Support Managers to create bite-size learnings supporting leadership development within the org.

　　- Guide User Support Trainers to properly partner with the change pillar within the L&Q team to create timely rollout comms decks to be presented to the different queues to ensure proper communication and set up our teams for success.

　　- Partner with stakeholders to create and maintain full scale training programs, curriculum, and operating procedures for the User Support Scottsdale and Nashville sites.

　　- Deliver instructor-led training, conduct train-the-trainer (TTT) sessions for trainers in both Scottsdale and Nashville.

　　- Own training scope for new hire training, product training, policy training, tools, and refresher training as needed to improve performance.

　　- Support the outlier/RCA process with learning/training requests from key stakeholders.

　　- Create training plans and strategies utilizing various learning methodologies and technology (online live training sessions, safe-paced eLearning courses, online and blended learning solutions)

　　- Apply knowledge of adult learning theory to identify appropriate training media and methodologies based on audience learning styles, course content and desired learning outcomes.

　　- Collaborate with the policy pillar within the L&Q team to understand and deliver policy updates.

　　- Work closely with the quality pillar within the L&Q team to identify struggling areas that should be addressed through learning solutions.

　　- Design and develop training processes, plans, and content with internal resources; equip trainers to deliver training effectively.

　　- Measure learning effectiveness and analyze training gaps to create learning experiences that will bridge these gaps and meet desired performance outcomes.

　　Qualifications

　　Qualifications

　　- Bachelor's degree in education / E-learning/ Instructional Design or equivalent work experience

　　- Minimum 5+ years working in a Training management role

　　- Minimum 3+ years of leadership experience

　　- Passion for training, must be highly self-motivated and customer-centric

　　- A strong understanding of adult learning theory with experience designing and implementing effective training and development through adopting multiple learning approaches (ADDIE, VARK, Kirkpatrick's model of evaluation etc)

　　- Experience building a learning/training team from the ground up a plus.

　　- Ability to link training to performance and quality using measurable outputs

　　- Demonstrated ability to multi-task, prioritize and meet timelines on regional and global training deliverables

　　- Strong interpersonal and presentation skills with experience working within a multi-cultural, multinational organisation to drive training deliverables

　　- Advanced presentation, facilitation, coaching and program development skills

　　- Strong oral, written, interpersonal and influential communication skills

　　- Strong skills in prioritization and meeting deadlines, attention to detail, quality assurance and commitment to task

　　- Proficient in MS office (Word, PowerPoint), InDesign, Articulate, Captivate or similar graphic design and training development tools

　　D&I Statement

　　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.

　　Accommodation Statement

　　TikTok 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 [email protected]