Senior Manager, Training & Content Operations

Samsung Electronics Perú; Plano (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

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

MBO bonus compensation

Job summary

Samsung Electronics America, Inc. in Plano, TX, seeks a Senior Manager of Training and Content Management to lead training and content for Customer Service and Platform Sales.

You will ensure teams have knowledge, tools, and resources to deliver excellent customer experiences and drive continuous improvement across channels. You will partner with product, engineering, marketing, and operations to align content with strategic goals, while applying AI-enabled quality tools and mentoring a team of

Qualifications

• 8+ years of operational leadership in customer-centric organizations.
• Ownership of CS Operations in previous roles with results.
• Proficiency with LMS, CMS, Excel, PowerPoint; strong content creation.
• Experience scaling customer service teams across multiple countries.
• Strong written and verbal communication skills; data analysis ability.
• Experience leading cross-functional projects with accountability.

Responsibilities

• Design and implement training programs for CS and ePro operations.
• Develop and maintain customer-facing and internal content and guides.
• Monitor training effectiveness using performance metrics.
• Collaborate with product, marketing, operations and vendors.
• Lead QA initiatives and apply AI-enabled quality tools.
• Manage a team of trainers or content specialists.
• Optimize processes to reduce training time while preserving quality.
• Leverage customer insights to improve programs and content.

Education

Bachelor’s Degree

MBA

Tools

LMS

CMS

Excel

PowerPoint

Sprinklr

Tableau

Jira

Sales portal

Job description

Samsung Electronics America, Inc. in Plano, TX, seeks a Senior Manager of Training and Content Management to lead training and content for Customer Service and Platform Sales.

You will ensure teams have knowledge, tools, and resources to deliver excellent customer experiences and drive continuous improvement across channels. You will partner with product, engineering, marketing, and operations to align content with strategic goals, while applying AI-enabled quality tools and mentoring a team of