Senior Manager of Training and Content Development

Position Summary

Headquartered in Englewood Cliffs N.J. Samsung Electronics America Inc. (SEA) the U.S. Sales and Marketing subsidiary is a leader in mobile technologies consumer electronics home appliances enterprise solutions and networks systems. For more than four decades Samsung has driven innovation economic growth and workforce opportunity across the United Statesinvesting over $100 billion and employing more than 20000 people nationwide. By integrating our large portfolio of products services and AI technology were creating smarter sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co. Ltd.

To learn more visit . For the latest news visit and Responsibilities

If you have ambitions to be a part of a best-in-class 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 execution. 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 & 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 self-directed or instructor lead training role-plays 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 low-performing customer service areas using data analytics (Tableau Sprinklr Contacts Customer Satisfaction) to develop instructional materials and remediation plans

Skills and Qualifications

Minimum Qualifications

#LI-RL1

Life @ Samsung - @ Samsung - full-time 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 addition regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation based on company division and individual performance.

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.

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.

Required Experience :

Senior Manager

Key Skills

Income Tax,General Maintenance,Content Writing,Flash,Application Programming

Employment Type : Full-Time

Experience : years

Vacancy : 1