Knowledge Management & Training Program Manager – Brazil

About the role

Join TikTok Shop’s Global E‑Commerce Governance and Experience team as a Knowledge Management & Training Program Manager for Brazil. You will ensure frontline associates have the right knowledge, SOPs, and training to deliver trustworthy, high‑quality support for buyers, sellers, and creators.

Key responsibilities

• Write, update, and continuously improve SOPs for Buyer, Seller, and Creator support, collaborating with global and regional experts.
• Monitor knowledge dashboards and BPO assessments to identify coaching opportunities and close knowledge gaps.
• Audit and maintain internal and external knowledge portals, including documents, videos, and e‑learning content.
• Use customer feedback and operational data to pinpoint SOP weaknesses and partner with Product, Policy, and Ops teams for improvements.
• Assess capability gaps, design modular training programs (e‑learning, instructor‑led, micro‑learning, CRM scripts), and evaluate BPO training delivery.
• Track training completion, feedback scores, and post‑training performance to ensure impact.

Required profile

• BA/BS degree or equivalent practical experience.
• Minimum 3 years of experience in knowledge management and training within customer service.
• Strong ownership mindset, highly organized and detail‑oriented.
• High oral and written proficiency in English and Portuguese.

Required skills

• Experience with learning management systems (LMS).
• Familiarity with knowledge‑base platforms.
• Proficiency using content creation tools for training materials.