Sr. Manager Training & Contents Management

Samsung Electronics Co., Ltd. • $120K — $145K *

Plano, TX 75025In-Person

Consumer Technology

8 - 10 years of experience

Today

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Job Overview by Ladders

Qualifications

Bachelor's Degree required; MBA preferred.
8+ years in operational leadership within customer-centric organizations, with at least 5 years in training or customer service operations.
Proven track record in managing customer service operations with ownership of results.
Proficient in LMS, CMS, Excel, PowerPoint, and other relevant software.
Experience in building and scaling customer service teams internationally.
Strong communication skills for content creation and training delivery.
Analytical skills to identify trends and enhance training outcomes.

Responsibilities

Design and implement training programs for customer service and ePro operations.
Develop and maintain content like FAQs and manuals, ensuring accuracy and relevance.
Monitor training effectiveness through key performance metrics.
Collaborate with various departments to align training with business strategies.
Lead quality assurance initiatives to ensure adherence to best practices.
Mentor and manage a team of trainers or content specialists, fostering a learning culture.
Identify inefficiencies in training processes and implement improvements.

Benefits

Medical, Dental, and Vision Insurance.
Life Insurance.
401(k) plan.
Employee Purchase Program.
Tuition Assistance after 12 months of employment.
Paid Time Off.
Student Loan Program after 6 months.
Wellness Incentives.

Full Job Description

Position Summary

Role and Responsibilities

Role & Responsibilities

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

Minimum 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

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 12 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.

To ensure a fair and transparent recruitment process, please do not use GenAI tools during your interview unless explicitly permitted; failure to adhere to these guidelines may result in disqualification from the recruitment process.

About Samsung Electronics Co., Ltd.

Samsung Electronics Co., Ltd. Careers

There has never been a better time to join the global team of Samsung Electronics Co., Ltd. professionals—the leading force in innovation and technology in the electronics industry.

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Join Samsung Electronics Co., Ltd.'s top-tier team to assist some of the most well-known global enterprises in mastering their technological and digital transformation journeys. Transform businesses and entire sectors with the brightest minds at Samsung, leveraging a unique position in the marketplace at the crossroads of technology, industry expertise, and digital innovation. Engage with a worldwide team of business and technology advisors to help clients navigate their journey through cutting-edge technological advancements. Collaborate with a vast network of professionals dedicated to upholding Samsung's reputation as a leader in the electronics and technology sector.

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Deliver targeted solutions through a depth and breadth of consulting experience and innovation that is unparalleled in the electronics industry.

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