Samsung Electronics America, Inc. is hiring a Senior Manager of Training and Content Development

Samsung Electronics Canada is seeking a Senior Manager of Training and Content Development to lead the creation, implementation, and continuous improvement of training programs for our eCommerce Customer Service and ePromoter employees. You will be responsible for driving a team to research, design, and deploy effective training materials across vendor and internal partners.

What You'll Do

• Manage a team to develop and update training procedures, manuals, guides, and course materials.
• Monitor, evaluate, and record training activities and program effectiveness across all BPOs and internally.
• Assess training needs through surveys, round tables, and consultations with managers.
• Meet with department leads and stakeholders to determine training needs and develop solutions.
• Create training using a variety of instructional techniques and formats (e.g., self-directed, instructor-led, role-plays, simulations, videos, gamification).
• Facilitate training with training managers (train the trainer) and internal/external teams.
• Manage and ensure Content Managers update the internal knowledge base based on new products and services.
• Manage internal project and learning management tools (e.g., create JIRA tickets, oversee training portal permissions).
• Track training requests from stakeholders.
• Maintain a training calendar with training specifics.
• Identify low-performing customer service areas using data analytics to develop instructional materials and remediation plans.

What We're Looking For

• Bachelor’s degree preferred with 8+ years of Instructional Design and Training experience supporting Customer Service or Sales.
• If no degree, 10+ years of relevant experience.
• Knowledge of principles and methods for curriculum and training design, teaching and instruction, and measurement of training effects.
• Meticulous grammar and an eye for catching and fixing mistakes.
• Ability to simplify complex concepts into easy-to-read, concise content.
• Eagerness to learn and ability to shift priorities at a moment’s notice.
• Ability to work independently and manage vendor-training groups to deploy training effectively.
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, and leadership techniques.
• Knowledge of media production, communication, and dissemination techniques and methods.
• Previous experience with applications such as Microsoft Word and PowerPoint, Cornerstone, Adobe Captivate, and MyAbsorb.
• Understanding learning principles and all relative Trainer Certifications.

Nice to Have

• A unique skill or passion that you can bring to the team (e.g., videography, graphic design, gamification).

Technical Stack

• Microsoft Word, PowerPoint, Cornerstone, Adobe Captivate, MyAbsorb, JIRA, Tableau, Sprinklr Contacts

Team & Environment

You will manage a team of individuals.

Benefits & Compensation

• Medical, Dental, and Vision coverage
• Life Insurance
• 401(k) plan
• Employee Purchase Program
• Tuition Assistance (available after 6 months)
• Paid Time Off
• Student Loan Program (available after 6 months)
• Wellness Incentives
• MBO bonus compensation based on company, division, and individual performance.

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.