Head of Global Training Operations, Customer Support

Responsibilities

The Head of Global Training Operations will lead a team of Training Designers, Implementation Specialists and Trainers to deliver high quality, highly effective training materials for teams across our end-to-end quality ecosystem. Candidates should have a strong background in training and a passion for creating and delivering high quality training materials, using a number of learning strategies and methodologies to drive high performance across global teams.

Core Responsibilities

1. Lead Global Training Operations to deliver highly effective training solutions for Quality and Customer Support Operations Teams, including onboarding, upskilling, performance improvement, and coaching.
2. Design scalable and effective training, tailor-based on topic complexity and audience, with a focus on e-learning, to drive operational excellence and efficiency.
3. 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.
4. Measure training performance and iterate on training formats and content based on constant feedback loop from agents and core metrics performance.
5. 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.
6. Passionate people leader who will develop and empower a high performing team of training designers and facilitators.

Qualifications

Minimum Qualifications

1. Bachelor Degree and above along with at least 5 years of relevant experience.
2. Proven experience in team management, with a strong track record of leading teams and collaboration with stakeholders at a regional or global level.
3. Proven experience with developing and designing engaging e-learning modules and online courses according to business objectives.
4. Expert training professional with a strong passion and track record for delivering training and performance improvement across global teams.
5. Strong stakeholder management with strong independent thinking, ability to explore & prioritise the core business needs and influencing key stakeholders.

Preferred Qualifications

1. Background in instructional design or educational technology.
2. Coaching experience/qualification.
3. Experience with learning management systems (LMS).

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

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.

Trust & Safety

TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining. We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.