Sr. Manager Training & Contents Management

Position Summary

Headquartered in Plano, TX., 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 today’s 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 eleven-time winner of EPA’s ENERGY STAR® Partner of the Year Award for Sustained Excellence, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices and operations.

Role And 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 Samsung.com and native apps for our customers.

We are seeking a highly experienced and results-driven Senior Manager of Training and Content Management to lead and enhance the training and content development strategies for our Customer Service (CS) and Platform Sales teams. In 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

• Bachelor's 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

Benefits

• 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
• MBO bonus compensation, based on company, division, and individual performance (for regular full-time salaried or hourly employees)