Customer Service Training Manager

Position Summary

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. The main function of the Trainer Manager is to conduct training and development programs for Samsung eCommerce Customer Service & ePromoter employees. This person collects information, researches, and creates training materials and programs across vendor and internal partners.

Role and Responsibilities

• Develop and update training procedures, manuals, guides, and course materials, such as handouts and visual materials
• Monitor, evaluate, and record training activities and program effectiveness
• Assess training needs through surveys, round tables with new hires and veteran associates, and consultations with managers
• Meet with department leads, product managers, program managers, category managers, and other stakeholders to determine training needs and develop solutions
• Create training using a variety of instructional techniques and formats, such as self-directed or instructor lead training, role-plays, simulations, team exercises, group discussions, videos, gamification, and interactive lectures
• Facilitate training with training managers (train the trainer (TTT), internal teams and external teams
• Partner with Content Manager to update the internal knowledge base (KB) based on new products and services
• Manage internal project and learning management tools (e.g., create JIRA tickets, oversee user permissions in training portal, etc.)
• Track training requests from stakeholders
• Maintain a training calendar with training specifics
• Identify low-performing customer service areas using data analytics (Tableau, Zendesk Contacts, Customer Satisfaction), to develop instructional materials and remediation plans

Skills and Qualifications

• 6+ years of Instructional Design and Training experience supporting Customer Service or Sales
• BA degree in Journalism, English, Marketing or other relevant field
• Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects
• Meticulous grammar and an eye for catching – and fixing – mistakes
• The ability to simplify complex concepts into easy-to-read, concise content
• A unique skill or passion that you can bring to the team (e.g., videography, graphic design, gamification etc.)
• 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

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