Shop - Knowledge Management & Training Program Manager

1 semana atrás

São Paulo, São Paulo, Brasil Tiktok Tempo inteiro

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our 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:
- Write, update, and continuously improve Standard Operating Procedures (SOPs) for Buyer, Seller, and Creator support.
Partner with global and regional experts to ensure SOPs are accurate, scalable, and easy to adopt across BPOs.
- Monitor knowledge dashboards and BPO assessments to identify coaching opportunities and uplift associate knowledge levels.
- Proactively surface knowledge gaps and collaborate with cross-functional experts to update and localize global/regional SOPs.
- Audit and maintain internal and external knowledge portals (documents, videos, training decks, e-learning) to ensure alignment with global standards.
- Use customer feedback and operational data to pinpoint SOP weaknesses and partner with Product, Policy, and Ops teams to optimize.
- Partner with cross-functional teams to investigate escalations and convert insights into preventive product, process, or training updates.
TRAINING:
- Assess capability gaps across Buyer, Seller, and Creator support; design targeted training programs.
- Create modular training materials (e-learning, instructor-led, microlearning huddles, CRM scripts) tailored to operational needs.
- Evaluate BPO training delivery, measure effectiveness, and iterate on program design to ensure strong knowledge transfer.
- Monitor completion rates, feedback scores, and post-training performance to ensure timely and impactful learning.
- Ensure scripts, templates, and frontline communication reflect our brand voice while maintaining resolution accuracy.
Minimum Qualifications: - BA/BS degree or equivalent practical experience required, with 3 years of experience in Knowledge Management and Training in customer service, preferably within Customer Service.
- Proven experience in developing and executing training programs.
- Proven experience in learning management systems (LMS), knowledge base platforms, and content tools.
- Proficiency in English and Portuguese is required for the role.
- Strong understanding of regional industry standards, business operations and regulatory requirements Preferred Qualifications: - Experience in e-commerce or marketplace platforms.
- Comfortable working with Microsoft Word and Excel.

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