Knowledge, Management and Training (KMT) Program Manager - USDS

Responsibilities

• Design and maintain a structured internal Knowledge Base of SOPs that are easily searchable, accurate, and optimized for high-speed live chat and ticket handling environments.
• Understand problems, policies, and risks, with the ability to effectively translate them into solutions that improve processes and workflows across internal and external teams.
• Identify business-critical learning needs and design end-to-end training programs. This includes onboarding for new hires and "upskilling" tracks for veteran agents on topics like affiliate marketing, campaigns, and account health.
• Lead high-impact training sessions, workshops, and virtual classrooms. You will be the primary facilitator for new hire onboarding and critical product launches, ensuring an engaging and effective learning environment.
• Develop and conduct comprehensive "Train the Trainer" sessions. You will certify Team Leads and Subject Matter Experts (SMEs) to deliver specialized content, ensuring teaching consistency and quality across the entire organization.
• Manage the entire lifecycle of Knowledge and Learning projects, ensuring all stakeholders are aligned on priorities, plans, and progress.
• Analyze the effectiveness of both the Knowledge Base (usage rates, accuracy) and Training programs (CSAT, AHT impact) to recommend ways to increase ROI.

Qualifications

• Bachelor’s degree or above.
• 3+ years of work experience in Knowledge Management (KM), Learning & Development (L&D), or Instructional Design within a fast-paced contact center environment.
• Experience in operations, program, or project management; preferably with experience in developing and executing Standard Operational Procedures (SOPs).
• Exceptional writing and editing skills with a focus on precision and clarity.
• Proven ability to work in a diverse environment with previous analytical experience (e.g., proficient in Excel and able to analyze data to identify knowledge gaps).
• Experience in coordinating cross-functional projects, particularly those involving policy or technical product releases.

About USDS

TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale. On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution.

Job Information

• 【For Pay Transparency】Compensation Description (Annually): The base salary range for this position in the selected city is $104712 - $143556 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units. Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
• The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
• For Los Angeles County (unincorporated) Candidates: Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: 1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues; 2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and 3. Exercising sound judgment.