* Salário: R$ 18.000 a R$ 30.000 por mês (estimado)
* O valor exibido é uma estimativa calculada com base em dados públicos e referências do mercado. Não garantimos que este seja o salário oferecido para esta vaga específica.
Área: Tecnologia da Informação
Nível: Gerente
Global OperationsConfidencial (Apenas para Cadastrados) Shop - Knowledge Management & Training Program Manager - Seller Acquisition & Enablement
Location
:
Sao Paulo
Employment Type
:
Regular
Job Code
:
A82625
Responsibilities
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.
Within GNE, the Service Support Centre (SSC) provides customer service for Buyers, Sellers, and Creators across the globe.
Role & Responsibilities:
- Translate acquisition and incubation strategy into clear, executable, and localized SOPs, scripts, playbooks, and enablement materials for frontline and BPO teams.
- Design, launch, and continuously improve the end-to-end BPO training framework, including onboarding training, phase-based upskilling, and certification / assessment mechanisms.
- Own and maintain the seller outbound & onboarding knowledge base, ensuring SOPs stay in sync with product updates, policy changes, and operational process evolution.
- Partner closely with QA, Ops, and Program Managers to identify execution gaps, quality issues, and conversion bottlenecks, and drive targeted training interventions.
- Support pilot launches and scale-ups by ensuring consistent execution standards across agents, teams, and vendors.
- Enable operational scalability by standardizing knowledge, reducing ramp-up time, and improving BPO productivity and quality through structured enablement.
Minimum Qualifications:
- +3 years of experience in operations enablement, SOP design, training, knowledge management, or program management, preferably in e-commerce, marketplaces, or platform operations.
- Proven experience designing and delivering training programs for frontline teams or BPOs, including onboarding, refresh training, and performance-based upskilling.
- Strong ability to translate complex strategies or policies into simple, executable SOPs and materials.
- Hands-on experience working with QA, performance data, and operational metrics to drive continuous improvement.
- Excellent stakeholder management skills; able to work cross-functionally with Operations, Product, Policy, Legal, and external vendors.
- Highly organized, detail-oriented, and execution-focused, with strong ownership mindset.
- High Oral/Written proficiency in English and Portuguese is required for this role due to cross functional collaboration with global teams.
- Experience with LMS or knowledge management systems is a strong plus.
About ByteDance Brazil
ByteDance is a global incubator of platforms at the cutting edge of commerce, content, entertainment, and enterprise services - over 2.5 billion people interact with ByteDance products, including Confidencial (Apenas para Cadastrados).
Why Join Us
Inspiring creativity is at the core of Confidencial (Apenas para Cadastrados)'s mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
Confidencial (Apenas para Cadastrados) 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 Confidencial (Apenas para Cadastrados), our mission is to inspire creativity and bring joy. 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.
Confidencial (Apenas para Cadastrados) Accommodation
Confidencial (Apenas para Cadastrados) is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at
https://tinyurl.com/RA-request