Brazil Training Program Manager for Moderation

6 meses atrás

Sao Paulo, Brasil ByteDance Tempo inteiro

ByteDance is a global incubator of platforms at the cutting edge of commerce, content, entertainment, and enterprise services - over 2.5 billion people interact with ByteDance products, including TikTok

Why Join Us
Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.
Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.
To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve.
Join us.

E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a Moderation Training Program Manager role to focus on policy training and staff knowledge improvement.

Roles & Responsibilities
- Work collaboratively with internal stakeholders to identify training and development needs, identify problems and suggest solutions
- Develop training sessions based on cross-functions' moderation knowledge necessities
- Evaluate moderator performance to gauge where knowledge and skills are lacking
- Work collaboratively with general & local SOP teams to produce the training materials and deliver training for local moderators and relative parties
- Measure the effectiveness of training using various feedback methods
- Identify opportunities to drive improvements on risk mitigation, process streamlining, quality enhancement, and policy localization as well as optimization at scale
- Work closely with GNE Moderation Lead, QAs and other functions of TikTok E-commence to ensure market moderation meets goals and continuous improvement projects
- Bachelor's degree, education, training or equivalent
- Experience as a trainer
- Excellent interpersonal and communication skills
- Strong problem-solving and conflict management skills and demonstrated multi-task capabilities and ambiguity
- Excellent organizational skills and can handle business demands under pressure
- Multi-lingual is highly preferred as applicable to the market (English, Mandarin, Bahasa Malay, Vietnamese, Thai, Filipino)
- Ability to work in a fast and evolving environment with detail-oriented focus

ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.

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