Samsung Electronics America
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.
To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.
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
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.
* Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here.
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.
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To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.
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
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.
* Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here.
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.
#J-18808-Ljbffr