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Tik Tok

Tik Tok Shop

• Knowledge Management and Training Program Manager
• Japan

2 months ago• Tokyo, Japan
Viewed on February 1, 2026
Apply on company site

About Us

Tik Tok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

• Size: 5001-10000 employees
• Industry: Entertainment & Gaming, Social Media, Technology

View Company Profile:

Responsibilities:

About the Team:

Governance and Experience is a global team aiming to build a safe and trustworthy platform for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.

As part of GNE organization is our Service Support Centre (SSC) delivers service to our partners. As part of SSC is our Selling Partner Support (SPS) team who are responsible for supporting our Partners and internal users, we are looking for a Knowledge Management and Training Program Manager.

Responsibilities:

• Develop SOPs for Partner Support teams to ensure alignment with best practices and compliance standards.
• Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across external teams.
• Monitor the effectiveness of resolutions and continually refine processes to improve operational outcomes.
• Effectively manage project and stakeholder meetings, drive discussions to conclusions, and keep programs on track.
• Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
• Facilitate tech changes and updates. Create and maintain system documentation and provide training and support to team members and others as needed to ensure processes and procedures are understood and followed.
• Work closely with department heads to understand operational needs and incorporate them into SOPs.
• Conduct regular audits and process reviews to ensure SOPs are up-to-date and reflect current practices.
• Identify and develop individualized and group training plans to address varying needs.
• Calibrate and certify Inhouse and Outsource trainers and subject matter experts.
• Conducts continuous training and development programs for the trainees by formulating and facilitating training programs to enhance product knowledge and customer service skills.
• Develops curriculum to support classroom training and alternative training.
• Provides feedback on existing curriculum for training improvements.
• Prepares training booklets, administer tests and role-plays, as well as complete daily reports on your training experience.

Qualifications:

Minimum Qualifications:

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• Bachelor's degree or equivalent practical experience required.

• 3+ years of operations, training, program, or project management experience, ideally involving SOP development.

• Familiarity with executing, contributing to, and creating SOPs.

• Demonstrates effective, clear and professional written and oral communication.

• Ability to collaborate cross-functionally with both tech and non-tech teams.

• Preferred Qualifications

• Experience in commerce or marketplace platforms is a plus.

• Ability to successfully function across groups and drive influence throughout all levels of the organization.

• Six Sigma or other process design certifications advantageous.

Client-provided location(s): Tokyo, Japan Job ID: Tik Tok-7459699217319381256Employment Type: OTHERPosted: 2025-11-17T20:27:48Apply on company site

Perks and Benefits

Health and Wellness

• Health Insurance
• Dental Insurance
• Vision Insurance
• HSA
• Life Insurance
• Fitness Subsidies
• Short-Term Disability
• Long-Term Disability
• On-Site Gym
• Mental Health Benefits
• Virtual Fitness Classes

Parental Benefits

• Fertility Benefits
• Adoption Assistance Program
• Family Support Resources

Work Flexibility

• Flexible Work Hours
• Hybrid Work Opportunities

Office Life and Perks

• Casual Dress
• Snacks
• Pet-friendly Office
• Happy Hours
• Some Meals Provided
• Company Outings
• On-Site Cafeteria
• Holiday Events

Vacation and Time Off

• Paid Vacation
• Paid Holidays
• Personal/Sick Days
• Leave of Absence

Financial and Retirement

• 401(K) With Company Matching
• Performance Bonus
• Company Equity

Professional Development

• Promote From Within
• Access to Online Courses
• Leadership Training Program
• Associate or Rotational Training Program
• Mentor Program

Diversity and Inclusion

• Diversity, Equity, and Inclusion Program
• Employee Resource Groups (ERG)

Company Videos

Hear directly from employees about what it is like to work at Tik Tok.
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Next Up Tik Tok Client Provided Video 101:20

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• 02:18Working at Tik Tok- Get Ready With Ali01:20Tik Tok Client Provided Video 100:33Client Provided Video 2 - Tik Tok02:07Working at Tik Tok
• Limitless Possibilities01:41Working at Tik Tok
• Women's Community01:31Working at Tik Tok
• Women's Empowerment01:45Working At Tik Tok
• BLXCK01:27Working at Tik Tok
• Diversity, Equity and Inclusion with BLXCK
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