Sr. Manager Training & Contents Management
Position SummaryHeadquartered 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 ResponsibilitiesRole & ResponsibilitiesAt 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. Sounds Interesting? Apply Now.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 strategie...