Senior Manager of Training and Content Development at Samsung

Position SummaryHeadquartered 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 Statesinvesting over $100 billion and employing more than 20000 people nationwide. By integrating our large portfolio of products services and AI technology were 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 . For the latest news visit and ResponsibilitiesIf 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 & ResponsibilitiesManage a team of individuals to develop and update training procedures manuals guides and course materials such as handouts and visual materialsMonitor evaluate and record training activities and program effectiveness across all BPOs and internallyAssess training needs through surveys round tables with new hires and veteran associates and consultations with managersMeet with department leads product managers program managers category managers and other stakeholders to determine training needs and develop solutionsCreate 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 teamsManage and ensure Content Managers update the internal knowledge base based on new products and servicesManage internal project and learning management tools (e.g. create JIRA tickets oversee user permissions in training portal etc.)Track training requests from stakeholdersMaintain a training calendar with training specificsIdentify low-performing customer service areas using data analytics (Tableau Sprinklr Contacts Customer Satisfaction) to develop instructional materials and remediation plansSkills and QualificationsMinimum QualificationsBS degree preferred with 8 years experience of Instructional Design and Training experience supporting Customer Service or SalesIf 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 effectsMeticulous grammar and an eye for catching and fixing mistakesThe ability to simplify complex concepts into easy-to-read concise contentA 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 moments noticeAbility to work independently and manage vendor-training groups to deploy training effectivelyKnowledge of business and management principles involved in strategic planning resource allocation human resources modeling and leadership techniquesKnowledge of media production communication and dissemination techniques and methodsPrevious experience with applications such as Microsoft Word and PowerPoint Cornerstone Adobe Captivate and MyAbsorb.Understanding learning principles and all relative Trainer Certifications.#LI-RL1Life @ Samsung - @ Samsung - 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 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 ProcessSamsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application you have a disability and require a reasonable accommodation in order to participate in the application process please contact our Reasonable Accommodation Team ) or for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.Required Experience:Senior Manager Key Skills Income Tax,General Maintenance,Content Writing,Flash,Application Programming Employment Type : Full-Time Experience: years Vacancy: 1