Senior Manager of Training and Content Development at Samsung Electronics

Plano, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Feb, 26

Salary

0.0

Posted On

15 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Instructional Design, Training, Curriculum Development, Data Analytics, Project Management, Content Creation, Communication, Leadership, Microsoft Word, PowerPoint, Adobe Captivate, Gamification, Videography, Graphic Design, Customer Service, Sales

Industry

IT Services and IT Consulting

Description

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 States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we’re 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 Samsung.com. For the latest news, visit news.samsung.com/us. Role 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 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-RL1 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. * 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. Job Alerts: If you would like to be notified of new opportunities when they are posted, please click here. You will be asked to create an account first if you do not already have one. Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, and network systems, and the entire semiconductor industry with our memory, system LSI, foundry, and LED solutions. Samsung is also leading in the development of the Internet of Things through, among others, our Smart Home and Digital Health initiatives. Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. To discover more, please visit our official newsroom at (https://news.samsung.com/global/).

Responsibilities

The Senior Manager of Training and Content Development is responsible for developing training programs for eCommerce Customer Service and ePromoter employees, ensuring effective rollout and execution. This role involves managing a team to create training materials and assess training needs across various stakeholders.