TikTok Shop - Taxonomy and Knowledge Management Program Manager

TikTok

4.5

(6)

Singapore

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
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • 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.
  • #A74667

    Position summary

    '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. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a Taxonomy and Knowledge Management Program Manager with a background in leading content and information architecture strategy across an organization. This position will play a significant role in the development of a successful and effective knowledge base.

    1. Define the knowledge management strategy for our knowledge base and maintain high quality, up-to-date, and searchable content for audiences of varying skill level;
    2. Work effectively across the organization with stakeholders, change management, service teams, trainers, curriculum developers and subject matter experts to develop and support new and existing products, features, and services;
    3. Leverage data analytic to evaluate business impact, track the usage and define efficiency of the knowledge base content;
    4. Establish writing guidelines based on knowledge base best practices and develop the customer service teams to ensure they are achieving or surpassing the business requirements;
    5. Own the global ticket labeling in terms of defining the strategy, maintaining the taxonomy, developing tools and goals, as well as stakeholder enagement.

    Qualifications

    1. Bachelor's degree or equivalent practical experience;
    2. Experience in knowledge management or taxonomy management;
    3. Experience planning and writing technical and business documentation;
    4. Experience in eCommerce or marketplace platform is a plus.

    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.

    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
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • 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.