Global E-Commerce - Quality Assurance & Training Program Manager

About Us Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products including Toutiao, Douyin, and Xigua. ByteDance has made it easier and more fun for people to connect with, consume, and create content. Why Join Us Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve. Join us. About the team Governance and Experience is a global team aiming to build a safe and trustworthy marketplace 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 Customer Service to our Buyers, Partners and internal users. 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 Quality and Training PM role to be responsible for maintaining an effective Quality Assurance & Training Program Manager (QAT) process within the service delivery team. Responsibilities - Ensure quality framework is in place based on the business types/facts by coordinating across regions and stakeholders. - Implement clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target. - Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance. - Research and understand customer expectations and needs to drive their satisfaction. - Identify and develop individualized and group training plans to address varying needs. - Effectively communicate updates and developments with team members, trainers and management. - Produce statistical reports and insights on quality performance. - Calibrate and certify Inhouse and Outsource trainers and subject matter experts. - Be responsible for the initial SOP setup, language translation, system and process test to meet the launch readiness requirements when business expands to new countries. - 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. - Actively works with the QA to ensure alignment of technical specifications and processes. - Attends periodic calibration sessions with QA and Operations to ensure calibration on program-related issues.

Minimum Qualifications - BA/BS degree or equivalent practical experience. - 3+ years experience in quality and training, preferably within Customer Service. - Demonstrates eagerness to learn, initiative-taking abilities, and strong problem-solving skills. - Possesses excellent written, verbal, and interpersonal communication skills, with experience in developing and executing training programs. - Experience in e-commerce or marketplace platforms is advantageous, and willingness to work overtime during campaigns and promotional seasons is required. Comfortable working with Microsoft Word and Excel. Preferred Qualifications - Experience in eCommerce platforms in the relevant region. - People-oriented, self-motivated and able to thrive in ambiguity and in a matrix environment. ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.