Senior Manager of Training and Content Development

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 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.

People| Excellence | Change | Integrity | Co-prosperity
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 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 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

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 easy-to-read, 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 moment's notice

• Ability to work independently and manage vendor-training 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.

#LI-RR1

Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/

Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/

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 6 months), Paid Time Off, Student Loan Program (after 6 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.

Skills and Qualifications

* Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here.

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 process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.