Hiring: Training Team Lead - Customer Support Company: TikTok USDS Joint Venture Location: Scottsdale, AZ Job Posted Time: 2026-09-16 16:25:02 Employment Type: Hybrid Target Skills & Keywords : Stakeholder Management About the job Experience: •5+ years of progressive experience in Operational Training, Learning & Development, or Customer Support Enablement, with 2+ years of direct people management experience leading a team of trainers or instructional designers. Required Skills: •The USDS JV Trust & Safety Customer Support team is dedicated to providing best-in-class support, maintaining platform safety, and driving operational excellence. •Act as the key enablement bridge between centralized Standards (Workflow/SOP, VoC/Business Insight, Quality) and frontline execution heads. You and your team will drive learning readiness for new product feature rollouts, critical SOP changes, and quality enhancement initiatives across diverse in-house and BPO vendor operations. •Team Leadership & Training Governance •Lead, mentor, and empower a high-performing team of 5–8 Trainers. Establish clear team OKRs, assign business pillar alignment, and foster a culture of instructional excellence and continuous learning. •Design, standardize, and maintain the end-to-end learning governance model, onboarding curricula, and ongoing learning paths tailored for the US Trust & Safety environment. •Oversee Train-the-Trainer (TTT) frameworks and vendor training performance; ensure BPO vendor trainers strictly adhere to platform standards, methodology, and certification requirements. •Product & Feature Launches: Ensure 100% operational readiness for new product features and tooling updates. •SOP & Policy Iterations: Rapidly translate updated workflows, policy changes, and decision trees into digestible micro-learning and refresher modules. Qualifications: •Bachelor's degree or equivalent practical experience in training, operations, or a related field. •Demonstrated success in managing end-to-end training operations in high-volume Customer Support, Trust & Safety, Content Moderation, or tech-driven operational environments. •Demonstrated experience designing and executing Train-the-Trainer programs and managing training compliance across outsourced vendor partners (BPOs). •Strong stakeholder management skills; ability to collaborate effectively with operational peers, Product Managers, Policy Leads, and Quality teams in a fast-paced environment. •Comprehensive expertise in adult learning principles, instructional design methodologies, LMS platforms, and knowledge-check evaluation models. •Specialized experience in Trust & Safety, real-time live streaming operations, or high-risk content policy enablement. •Demonstrated success in leveraging AI or automated learning tools to accelerate agent onboarding and reduce time-to-proficiency. •Strong resilience and adaptability to navigate matrix global organizations and shifting business priorities. •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. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.​ Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!