Training Team Lead - Customer Support

Location: Scottsdale, United States; fully in-person schedule up to 5 days per week

Company

USDS Joint Venture supports the safety, security, data privacy, and cybersecurity of U.S. users and the Trust & Safety ecosystem across TikTok-operated apps.

What you will do

• Lead, mentor, and develop a centralized team of 5–8 Training Specialists.
• Design and govern onboarding curricula, learning paths, and training standards for U.S. Trust & Safety customer support.
• Deliver readiness programs for product launches, tooling updates, SOP changes, policy iterations, and quality improvement initiatives.
• Oversee Train-the-Trainer frameworks and training compliance for in-house and BPO vendor operations.
• Partner with frontline leaders, Product Managers, Policy Leads, Workflow and SOP teams, Business Insight, and Quality teams.
• Measure training effectiveness through assessment pass rates, time-to-proficiency, SLA and QA performance, and SOP adherence.

Requirements

• Bachelor’s degree or equivalent practical experience in training, operations, or a related field.
• 5+ years of progressive experience in operational training, Learning & Development, or Customer Support Enablement.
• 2+ years of direct people-management experience leading trainers or instructional designers.
• Experience managing end-to-end training operations in high-volume Customer Support, Trust & Safety, Content Moderation, or technology-driven operations.
• Experience with adult learning principles, instructional design, LMS platforms, knowledge checks, Train-the-Trainer programs, and outsourced BPO training compliance.
• Strong stakeholder-management skills and the ability to work with operations, product, policy, and quality stakeholders.

Nice to have

• Experience in Trust & Safety, live-streaming operations, or high-risk content policy enablement.
• Experience managing both in-house and multi-site BPO training operations.
• Experience using AI or automated learning tools to accelerate onboarding and reduce time-to-proficiency.
• Resilience and adaptability in matrixed global organizations with changing priorities.

Culture & Benefits

• Work in a fast-paced environment focused on platform safety, operational excellence, and service precision.
• Collaborate across internal operations and global BPO vendor partners.
• Operate in a fully in-person setting designed to support speed, alignment, team development, and integrated execution.
• Reasonable accommodations are available during the recruitment process for eligible candidates.