Sr. Manager Training & Contents Management

Samsung
Plano
Workplace: OnsiteFull timeFunction: Education & TrainingExperience: 8+ yearsEducation: bachelorsSkills: ["Customer-centric mindset","Analytical thinking","Innovation","Data-centric approach","Communication"]

Lead training and content management strategies for customer service and ePro/platform sales teams. Own end-to-end training program development, create and maintain customer-facing/internal content, and use performance metrics and customer insights to continuously improve outcomes. Partner cross-functionally across product, engineering, marketing, and operations, implement quality assurance (including AI-enabled tools), and manage trainers/content specialists to deliver best-in-class customer experiences.

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FursaFursa
Samsung
Samsung
3 days ago

Sr. Manager Training & Contents Management

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead training and content management strategies for customer service and ePro/platform sales teams. Own end-to-end training program development, create and maintain customer-facing/internal content, and use performance metrics and customer insights to continuously improve outcomes. Partner cross-functionally across product, engineering, marketing, and operations, implement quality assurance (including AI-enabled tools), and manage trainers/content specialists to deliver best-in-class customer experiences.
Location: Plano
Workplace: Onsite
Employment Type: Full time
Job Function: Education & Training
Seniority: Sr. Manager level

Key Responsibilities

  • •Design, develop, and implement training programs for customer service and ePro operations, aligning with business objectives and customer service goals.
  • •Develop and maintain customer-facing and internal content (FAQs, knowledge base, manuals, guides), ensuring accuracy and alignment with product updates and policies.
  • •Monitor training and content effectiveness using performance metrics and feedback, and continuously refine materials based on data.
  • •Lead quality assurance initiatives, including implementing AI-enabled quality tools to monitor and improve service delivery.
  • •Lead and manage a team of trainers or content specialists, driving continuous learning, process optimization, and customer-insight integration.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife Insurance401kTuition AssistancePaid LeaveStudent LoanWellness StipendEmployee Purchase

Key Requirements

  • •Bachelor’s Degree required; MBA preferred.
  • •8+ years of total operational leadership experience in customer-centric organizations, including at least five years in training, content management, or customer service operations.
  • •Ownership of CS operations in a previous role with a track record of delivering results.
  • •Proficiency with LMS, CMS, Excel, and PowerPoint, plus relevant software/tools.
  • •Experience leading teams or projects with collaboration and accountability, and a strong understanding of customer needs.
Experience:8+ yearsCustomer serviceTrainingContent managementCustomer-centric organizations
Education:Bachelor's
Skills:Customer-centric mindsetAnalytical thinkingInnovationData-centric approachCommunication
Tech Stack:LMSCMSExcelPowerPointSprinklrTableauJiraSales portal

Company Brief

Samsung
Global conglomerate known for consumer electronics, home appliances, semiconductors, displays, and mobile devices. Designs and manufactures a wide range of products and solutions for consumers, enterprises, and industrial customers worldwide.
Industry: Conglomerates & Holding Companies
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Seoul, South Korea
Founded: 1938
Glassdoor
Glassdoor: 3.7
WebsiteLinkedIn