Senior Manager of Training and Content Development
Senior Manager of Training and Content Development
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Job Description
Position Summary
Headquartered in Ridgefield Park N.J. Samsung Electronics America Inc. (SEA) is a leader in mobile technologies consumer electronics home appliances and enterprise solutions. The company pushes beyond the limits of todays technology to provide groundbreaking connected experiences across its large portfolio of products and services including mobile devices home appliances home entertainment 5G networks and digital displays. As an eleventime winner of EPAs ENERGY STAR Partner of the Year Award for Sustained Excellence SEA is dedicated to making a positive impact on the environment through its ecoconscious products practices and operations.People Excellence Change Integrity Coprosperity
If you have ambitions to be a part of a bestinclass organization and work with the very best talent in the industry on the most innovative products in the world the eCommerce Customer Service Team is the place to be. The main function of the Training and Content Senior Manager is to development programs for eCommerce Customer Service and ePromoter employees and ensure its proper roll out and training plan . This person drives a team to adequately collect information research and create training materials and programs across vendor and internal partners and ensure its adaptation.
Role and Responsibilities
Role & Responsibilities
- Manage a team of individuals to develop and update training procedures manuals guides and course materials such as handouts and visual materials
- Monitor evaluate and record training activities and program effectiveness across all BPOs and internally
- Assess training needs through surveys round tables with new hires and veteran associates and consultations with managers
- Meet with department leads product managers program managers category managers and other stakeholders to determine training needs and develop solutions
- Create training using a variety of instructional techniques and formats such as selfdirected or instructor lead training roleplays simulations team exercises group discussions videos gamification and interactive lectures
- Facilitate training with training managers (train the trainer (TTT) internal and external teams
- Manage and ensure Content Managers update the internal knowledge base based on new products and services
- Manage internal project and learning management tools (e.g. create JIRA tickets oversee user permissions in training portal etc.
- Track training requests from stakeholders
- Maintain a training calendar with training specifics
- Identify lowperforming customer service areas using data analytics (Tableau Sprinklr Contacts Customer Satisfaction) to develop instructional materials and remediation plans
Minimum Qualifications
- BS degree preferred with 8 years experience of Instructional Design and Training experience supporting Customer Service or Sales
- If no BS degree 10 years of relevant experience.
- Knowledge of principles and methods for curriculum and training design teaching and instruction for individuals and groups and the measurement of training effects
- Meticulous grammar and an eye for catching and fixing mistakes
- The ability to simplify complex concepts into easytoread concise content
- A unique skill or passion that you can bring to the team (e.g. videography graphic design gamification etc.
- Eagerness to learn and ability to shift priorities at a moments notice
- Ability to work independently and manage vendortraining groups to deploy training effectively
- Knowledge of business and management principles involved in strategic planning resource allocation human resources modeling and leadership techniques
- Knowledge of media production communication and dissemination techniques and methods
- Previous experience with applications such as Microsoft Word and PowerPoint Cornerstone Adobe Captivate and MyAbsorb.
- Understanding learning principles and all relative Trainer Certifications.
#LIRR1
Life @ Samsung @ Samsung fulltime employees (salaried or hourly) have access to benefits including: Medical Dental Vision Life Insurance 401(k) Employee Purchase Program Tuition Assistance (after 6 months) Paid Time Off Student Loan Program (after 6 months) Wellness Incentives and many more. In addition regular fulltime employees (salaried or hourly) are eligible for MBO bonus compensation based on company division and individual performance.
Skills and Qualifications
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At Samsung we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities inspiring our talent to be their true selves. Together we are building a better tomorrow for our customers partners and communities.
* Samsung Electronics America Inc. and its subsidiaries are committed to employing a diverse workforce and provide Equal Employment Opportunity for all individuals regardless of race color religion gender age national origin marital status sexual orientation gender identity status as a protected veteran genetic information status as a qualified individual with a disability or any other characteristic protected by law.
Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process
Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application you have a disability and require a reasonable accommodation in order to participate in the application process please contact our Reasonable Accommodation Teamor for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.
Required Experience:
Senior Manager
Employment Type
Full-Time
