Content Manager, Customer Service

Position Summary

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances, and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” who push boundaries and defy barriers. The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA’s ENERGY STAR® Corporate Commitment Partner, SEA is dedicated to positively impacting the environment through its eco-conscious products, practices, and operations.

If you have ambitions to be a part of a best-in-class organization and work with the very best talent in the industry on the most innovative products in the world, Samsung’s eCommerce Customer Service Team is the place to be.

Role and Responsibilities

• Develop content strategy aligned with short-term and long-term customer service operational goals of reducing contacts, improving self-service and automation and providing a best in class customer experience.
• Establish a voice and tone guidelines for all customer service communications and assure compliance by contributors.
• Develop content around product and promotional launches to address key customer questions and provide solid talking points to agents that are easy to use and understand
• Collaborate with CS operations to audit and enhance approved content for all channels of communication through customer service
• Develop an editorial calendar and leverage data around content usage to guide focus
• Partner with training team to keep training current with updated content.
• Identify low-performing customer service areas using data analytics (Tableau, CRM system, Customer Satisfaction), to identify new content needs or enhance existing ones.
• Ensure compliance with law (e.g. copyright and data protection)

Skills and Qualifications

• 5 years’ experience with Content Management
• Proven work experience as a Content manager with experience managing indirect reports and contract resources.
• Experience with content management systems and ticketing systems such as Jira, Zendesk and sprinklr.
• An understanding of content usage tracking systems and an ability to analyze that usage to optimize performance and impact.
• 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
• Extensive experience with MS Office
• Knowledge of SEO and web traffic metrics
• Excellent writing and editorial skills
• Attention to detail and ability to quickly shift focus to keep up with shifting priorities or emerging issues
• Good organizational and time-management skills
• BA or BS degree in Journalism, English, Marketing, Communications or other relevant fields

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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. an