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 materialsMonitor, evaluate, and record training activities and program effectivenessAssess training needs through surveys, round tables with new hires and veteran associates, and consultations with managersMeet with department leads, product managers, program managers, category managers, and other stakeholders to determine training needs and develop solutionsCreate 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 lecturesFacilitate training with training managers (train the trainer (TTT), internal teams and external teamsPartner with Content Manager to update the internal knowledge base (KB) based on new products and servicesManage internal project and learning management tools (e.g., create JIRA tickets, oversee user permissions in training portal, etc.)Track training requests from stakeholdersMaintain a training calendar with training specificsIdentify 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 SalesBA degree in Journalism, English, Marketing or other relevant fieldKnowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effectsMeticulous grammar and an eye for catching – and fixing – mistakesThe ability to simplify complex concepts into easy-to-read, concise contentA 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 noticeAbility to work independently and manage vendor-training groups to deploy training effectivelyKnowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, and leadership techniquesKnowledge of media production, communication, and dissemination techniques and methodsPrevious experience with applications such as Microsoft Word and PowerPoint, Cornerstone, Adobe Captivate, and MyAbsorb

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Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

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