Position Summary

Headquartered in Englewood Cliffs, N.J., Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we’re creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd.

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Role and Responsibilities

• Partner internally and externally to design impactful, engaging and scalable face-to-face, online and virtual learning solutions to address training needs; design online learning templates and standards for our internal Samsung Contact Center agents  Partner cross-functionally with varying groups across the organization such as Marketing, Samsung.com, Sales and Support operations teams to understand product road maps and to define current and future training needs
• Ensure new hires undertake mandatory trainings and track performance for up to six-to twelve months
• Exceptional facilitation, interpersonal, and communication skills  Act as point of contact and subject matter expert representing the content creation team. Works closely with the Product Managers and Go-to-Market teams to manage the content lifecycle and provide ongoing refresher content
• Recommend program design improvements and refinements where needed for all product launch including pre/post product life cycle
• Implement sustainable curriculum architectures to create an engaging learner experience, target appropriate audiences with focused learning, and create logistical and process efficiencies, including working within an LMS
• Mapping out training plans and schedules, designing and developing training programs for Contact Center Agents
• Manage agent performance via e-learning course completion, agent survey feedback and KPI analysis to assess effective of training and drive process improvement
• Partner with and provide support and training content for various lines of business within the Samsung product portfolio
• Design online learning evaluation metrics to help measure learning impact and program success; recommend program design improvements and refinements where needed
• Comfort in working with a remote team in a virtual environment

Skills and Qualifications

• Bachelor’s degree or equivalent work experience of Instructional Design, Training facilitation experience supporting Customer Service or Sales preferable within a call center environment
• 5+ years of professional experience with an emphasis in content creation and facilitation role within a contact center/call center environment
• Project and product management skills and expertise, ideally working with the content/learning management systems and development teams
• Knowledge of innovative training modalities that support on-site and remote learning functionalities and technologies i.e. gamification and experiential
• Tuned in to customer needs; customer-oriented with a drive to think outside of the box
• Exceptional analytical skills
• Ability to process a high-level information to identify and solve issues that impact our business
• Meticulous grammar and an eye for catching – and fixing – mistakes
• The ability to simplify complex concepts into easy-to-read, concise content
• Comfortable working in a fast-paced environment, taking the initiative, prioritizing multiple projects, and working under tight time-frames to meet deadlines
• People leadership preferred

Preferred Qualifications

• Excellent verbal and written communication skills
• Results driven strategic thinker; someone who can think about a product holistically to identify and prioritize key opportunities and implement change expediently.
• Ability to think critically and creatively
• Imagination and creativity; open-minded and independent thinker with exceptional customer empathy
• Client service driven with excellent relationship management skills
• Ability to effectively engage with and present to all levels of management
• Ability to facilitate collaboration with diverse groups/stakeholders
• Team oriented, but able to work independently and manage multiple tasks
• Self-directed, self-motivated and results-oriented
• Excellent written, verbal and interpersonal skills to interact with internal and external contacts
• People leadership preferred
• Exceptional skills in Microsoft Office, including Excel, PowerPoint and Word

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Life @ Samsung – https://www.samsung.com/us/careers/life-at-samsung/

Benefits @ Samsung – https://www.samsung.com/us/careers/benefits/

Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 6 months), Paid Time Off, Student Loan Program (after 6 months), Wellness Incentives, and many more.  In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.

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At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.

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.

Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.