Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for buyers, sellers, and creators. This role is part of the Service Support Centre (SSC) in GNE, focusing on Knowledge Management & Training for Brazil TikTok Shop.

Responsibilities

As Program Manager, you will strengthen frontline operations through accurate knowledge, effective SOPs, and engaging training.

• 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 glo...