Head of Global Training Operations, Customer Support
Kuala Lumpur, Malaysia
Why you should apply for a job to TikTok:
4.5/5 in overall job satisfaction
4.5/5 in supportive management
100% say women are treated fairly and equally to men
100% would recommend this company to other women
100% say the CEO supports gender diversity
Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.
#7488645760410650888
Position summary
ing, to drive operational excellence and efficiency.
- Partner with Quality Operations, Customer Support Teams, Policy and XFN teams to create and implement a strong performance improvement framework that achieves a high performance culture across all stakeholder teams.
- Measure training performance and iterate on training formats and content based on constant feedback loop from agents and core metrics performance
- Partner with the Learning and Development team in Trust & Safety and leverage industry leading insights to develop training solutions for optimal learning across Customer Support Global teams.
- Passionate people leader who will develop and empower a high performing team of training designers and facilitators.
Qualifications
Minimum Qualifications
- Bachelor Degree and above along with at least 5 years of relevant experience
- Proven experience in team management, with a strong track record of leading teams and collaboration with stakeholders at a regional or global level
- Proven experience with developing and designing engaging e-learning modules and online courses according to business objectives
- Expert training professional with a strong passion and track record for delivering training and performance improvement across global teams.
- Strong stakeholder stakeholder management with strong independent thinking, ability to explore & prioritise the core business needs and influencing key stakeholders.
Preferred Qualifications
- Background in instructional design or educational technology
- Coaching experience/qualification
- Experience with learning management systems (LMS)
Why you should apply for a job to TikTok:
4.5/5 in overall job satisfaction
4.5/5 in supportive management
100% say women are treated fairly and equally to men
100% would recommend this company to other women
100% say the CEO supports gender diversity
Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.