Senior Training & Content Leader for Customer Experience

Samsung Electronics America; Plano (TX); On-site; USD 135,000 - 195,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Employee Purchase Program

Job summary

Samsung Electronics America, Inc. is seeking a Senior Manager of Training and Content Management to lead training and content strategies for our Customer Service and Platform Sales teams. You will design programs, develop knowledge bases, and drive improvements to deliver outstanding customer experiences.

Collaborate with product, marketing and operations to align training with business goals, manage a team of trainers, and implement AI-enabled quality tools to elevate service across channels.

Qualifications

• Bachelor's degree required; MBA preferred.
• 8+ years of operational leadership in customer-centric organizations, with 5+ years in training or content management.
• Experience owning CS operations with a results track record.
• Proficiency with LMS, CMS, Excel, PowerPoint and related software.
• Experience scaling customer service teams across countries.
• Strong written and verbal communication for engaging content and training.

Responsibilities

• Design, develop, and implement comprehensive training programs for CS and ePro operations.
• Develop and maintain customer-facing and internal content, FAQs, manuals and guides.
• Monitor training effectiveness using performance metrics and feedback.
• Collaborate with product, marketing and operations to align training with strategies.
• Lead quality assurance and implement AI-enabled tools to improve service.
• Manage a team of trainers or content specialists and foster continuous learning.
• Identify inefficiencies and streamline training and content delivery processes.
• Leverage customer insights to enhance training and content.

Skills

LMS

CMS

Excel

PowerPoint

Sprinklr

Tableau

Jira

Sales Portal

Education

Bachelor's Degree

MBA preferred

Tools

LMS

CMS

Jira

Sprinklr

Tableau

Sales Portal

Excel

PowerPoint

Job description

Samsung Electronics America, Inc. is seeking a Senior Manager of Training and Content Management to lead training and content strategies for our Customer Service and Platform Sales teams. You will design programs, develop knowledge bases, and drive improvements to deliver outstanding customer experiences.

Collaborate with product, marketing and operations to align training with business goals, manage a team of trainers, and implement AI-enabled quality tools to elevate service across channels.