Manager, Training ,CS and ePro

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 network 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. To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.

Role and Responsibilities

Position Summary

The Training Manager, CS and ePro, will design, develop, and implement and maintain comprehensive training programs specifically tailored for customer service and ePromoter agents. This role will ensure that agents are equipped with the skills and knowledge necessary to deliver exceptional customer experiences, align with Samsung's brand values, and effectively promote products and services. Additionally, the Training Manager will oversee and manage a team of training creators to ensure the delivery of high-quality training content.

Essentials/Duties and Responsibilities

• Develop and deliver training programs focused on enhancing the skills of customer service and ePromoter agents.
• Create engaging and interactive customer service training materials, including presentations, how-to guides, refreshers and time-sensitive deliverables, tailored to agent needs and environments.
• Manage and mentor a team of training creators to ensure the development and delivery of high-quality, product-specific and sales training materials for Samsung’s lines of business.
• Evaluate training effectiveness through feedback and performance metrics from agents, through collaboration with site leaders and input from internal stakeholders.
• Collaborate with the Customer Service and ePromoter teams to identify training needs and opportunities for improvement.

Monitor industry trends and best practices to ensure training programs remain relevant and impactful for

Skills and Qualifications

Background/Experience

• Bachelor's degree in Education, Business Administration, or a related field or equivalent work experience.
• 6+ years of experience in training or instructional design.
• Strong communication and presentation skills.
• Proficiency in training tools and platforms (e.g., LMS, PowerPoint).
• Ability to manage multiple projects and meet deadlines.

Preferred Qualifications

• Experience in customer service or retail training.
• Familiarity with Samsung products and services.
• Knowledge of e-learning development tools (e.g., Articulate 360, Adobe Captivate).
• Experience in performance improvement and coaching.

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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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