Senior Manager, Training & Content Excellence

Samsung Electronics Perú; Plano (TX); On-site; USD 130,000 - 170,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k)

Employee Purchase Program

Tuition Assistance

Paid Time Off

Wellness Incentives

Job summary

Samsung Electronics America, Inc. is seeking a Senior Manager of Training and Content Management to lead training and content development for Customer Service and ePromoter teams at Plano, TX.

The role focuses on designing comprehensive programs, building scalable content, and driving continuous improvement across consumer and business channels. Strong leadership and cross-functional collaboration are essential.

Qualifications

• Bachelor’s Degree required; MBA preferred.
• 8+ years leading customer-centric operations, with 5+ years in training, content management, or customer service operations.
• Experience building and scaling globally distributed customer service teams.
• Proficiency with LMS, CMS, Excel, PowerPoint, and related software.
• Strong written and verbal communication; data analysis skills.

Responsibilities

• Design, develop, and implement comprehensive training programs for CS and ePromoter operations.
• Create and maintain customer-facing and internal content (FAQs, manuals, guides).
• Monitor effectiveness of training programs using metrics and feedback; drive improvements.
• Collaborate with product, marketing, operations, and other functions to align training with business goals.
• Lead a team of trainers or content specialists; provide mentorship and performance management.
• Lead quality assurance initiatives and adopt AI-enabled tools to improve service delivery.
• Identify inefficiencies and optimize training and content delivery processes.

Skills

LMS

CMS

Excel

PowerPoint

Data analysis

Team leadership

Cross-country teams

Communication

Education

Bachelor’s Degree

MBA

Tools

Sprinklr

Tableau

Jira

Sales portal

Job description

Samsung Electronics America, Inc. is seeking a Senior Manager of Training and Content Management to lead training and content development for Customer Service and ePromoter teams at Plano, TX.

The role focuses on designing comprehensive programs, building scalable content, and driving continuous improvement across consumer and business channels. Strong leadership and cross-functional collaboration are essential.