TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission.
About the Role
As the Regional Enablement Manager for the APAC region, you will be responsible for overseeing BPO Knowledge & Readiness, ensuring that processes, SOPs, and knowledge articles are well-drafted, updated, and maintained. Your role will involve orchestrating the launch of new products and features in APAC BPO teams, ensuring readiness, and managing post-launch monitoring to ensure smooth transitions and continued excellence. You will be the key liaison between different cross-functional teams to ensure operational alignment and readiness.
Responsibilities
- Draft, maintain, and sunset guidelines; update and create knowledge‑base documents to reflect the most current processes in APAC..
- Coordinate end-to-end readiness for new products/features within APAC, including requirement intake, document creation, tool access prep, knowledge transfer, and go/no‑go checklist development.
- Track KPIs and quality for a minimum of 30 days post-launch (or LoB-defined window); quickly identify and address issues to maintain high-quality service.
- Serve as the conduit between LOBs, Training, Tools, and Governance to ensure seamless integration and alignment across all BPO teams in APAC.
- Manage the Knowledge & Readiness intake and work with stakeholders to draft launch plans, finalize SOPs/KB articles, and enable agent readiness.
- Address performance or quality issues raised by Governance, conduct root-cause analysis, and implement action plans. If SOP gaps are identified, route to K&R for documentation updates.
- Monitor capacity risks and escalate as necessary, adjusting staffing and training schedules based on operational needs.
- After hyper-care, transition full documentation and performance baselines to the regional PM & RQA for ongoing governance and management.
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