Training Program Manager - Monetization Product Operation

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The Monetization Customer Experience team provides omnichannel technical product support across our Advertising Products & Platforms ecosystem. Our team is based globally across Austin, Mountainview, London, Tel Aviv, Singapore, Tokyo & Sydney, providing global coverage for our internal and external stakeholders.
Our team partners with Product Specialist & Engineering teams to resolve issues, fix bugs & ensure the VOC of the customer is fed back into the products we develop for our team. The role is based in our Tehcnical Product Support function, which is growing fast to develop scalable technical support solutions, delivered via inhouse and vendor teams.

Responsibilities:

• Manage the full cycle of L&D programs (including e-learning) for the TikTok Ads product platform, from needs analysis and design to co-development, delivery, and evaluation.
• Oversee the execution of ongoing training programs for the Global CX Operations team, including both in-house and vendor workforces, ensuring end-to-end program delivery.
• Design and deliver a Train-the-Trainer model focused on trainer skill assessment and certification.
• Develop content tailored to various learning styles and experience levels, ensuring it aligns with organizational goals and compliance requirements.
• Create and design engaging training materials (manuals, eLearning modules, presentations, job aids).
• Plan, communicate, and track milestones, risks, and process improvement opportunities for day-to-day operations across various training programs.
• Work closely with trainers and facilitators to ensure smooth delivery, adapting content for different formats (in-person, online, blended).
• Use feedback from learners to continuously improve the effectiveness of L&D programs and ensure successful learning outcomes.
• Standardize knowledge content formats and manage content across the in-house Knowledge Management tool.
• Coordinate with cross-functional teams to organize knowledge-sharing sessions and manage the training calendar.
• Support the execution of training initiatives based on feedback from Quality Audits or identified product knowledge gaps.

Qualifications

Minimum Qualificatitons:

• 4+ years of L&D experience across any industry
• Proven experience as an L&D or Training Manager
• Familiarity with learning platforms and practices
• Practical experience of delivering learning sessions (classroom, virtual) and training audience
• Excellent communication skills (English) & ability engage senior business stakeholders

Preferred Qualification

• Strong project management experience

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.