Sr. Manager Training & Contents Management

Position Summary

Role and Responsibilities

Role & Responsibilities

At Samsung you will have the opportunity to work with some of the smartest people on the planet to define and launch great products. This role demands an extremely customer-centric mindset a strong analytical mind an appetite for innovation a data-centric attitude and a can-do attitude. You will be working closely with product engineering business marketing and other cross-functional groups to create best-in-class customer experiences on and native apps for our customers. Sounds Interesting Apply Now.

We are seeking a highly experienced and results-drivenSenior Manager of Training and Content Managementto lead and enhance the training and content development strategies for our Customer Service (CS) and Platform Sales this pivotal role you will be responsible for ensuring that our teams are equipped with the knowledge tools and resources necessary to deliver exceptional customer experiences across both consumer and business channels. Your leadership will be instrumental in driving continuous improvement optimizing processes and fostering a culture of excellence within our CS and Platform Sales (ePromoter) operations.

Key Responsibilities:

Training Program Development:

• Design develop and implement comprehensive training programs for customer service teams and ePro operations covering topics such as product knowledge customer service best practices escalation handling and platform-specific skills.
• Ensure training programs align with business objectives and customer service goals.

Content Creation and Management:

• Develop and maintain customer-facing and internal content including FAQs knowledge base articles manuals and guides.
• Ensure content is up-to-date accurate and aligned with the latest product updates policies and customer needs.

Performance Monitoring and Improvement:

• Monitor the effectiveness of training programs and content through performance metrics (e.g. customer satisfaction scores resolution times employee feedback).
• Continuously refine and improve training materials based on feedback and performance data.

Cross-Functional Collaboration:

• Work closely with other departments (e.g. product marketing operations) to ensure training and content are aligned with business strategies and customer needs.
• Collaborate with vendors and partners to ensure consistent training delivery across multiple channels.

Quality Assurance:

• Lead quality assurance initiatives to ensure customer service teams adhere to best practices and deliver high-quality support.
• Implement AI-enabled quality tools to monitor and improve service delivery.

Team Leadership:

• Lead a team of trainers or content specialists providing guidance mentorship and performance management.
• Foster a culture of continuous learning and improvement within the team.

Process Optimization:

• Identify inefficiencies in training and content delivery processes and implement solutions to streamline operations.
• Develop strategies to reduce training time while maintaining or improving effectiveness.

Customer Insights Integration:

• Leverage customer feedback and insights to enhance training programs and content ensuring they address real-world challenges and improve customer satisfaction.

Skills and Qualifications

Minimum Qualifications

• Bachelors Degree required. MBA preferred
• 8 years of total operational leadership experience in customer-centric organizations of which at least five years were in training content management or customer service operations.
• Ownership of CS Operations in the previous role with a track record of delivering results
• Proficiency in tools like LMS (Learning Management Systems) CMS (Content Management Systems) Excel PowerPoint and other relevant software.
• Background in building and scaling rapidly growing customer service teams in multiple countries
• Strong written and verbal communication skills for creating engaging content and delivering effective training sessions.
• Ability to analyze data identify trends and develop solutions to improve training outcomes.
• Experience leading teams or projects with a focus on collaboration and accountability.
• A deep understanding of customer needs and a commitment to delivering exceptional service experiences.
• Working knowledge of Sprinklr Tableau Jira sales portal and or other contact management systems

Regular full-time employees (salaried or hourly) have access to benefits including: Medical Dental Vision Life Insurance 401(k) Employee Purchase Program Tuition Assistance (after 12 months) Paid Time Off Student Loan Program (after 6 months) Wellness Incentives and many addition regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation based on company division and individual performance.

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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 Team ) or for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.