Samsung, South Korean company that is one of the world’s largest producers of electronic devices. Samsung specializes in the production of a wide variety of consumer and industry electronics, including appliances, digital media devices, semiconductors, memory chips, and integrated systems.

Content Development Manager

This role of Project Manager overseas the launch of products, offers and landing pages on Samsung.com and Shop Samsung App. You will work with stakeholders to establish timelines and manage the ever changing goal posts. This job requires you to react and adjust quickly to changing conditions and identify risks and come up with solutions. You will lead a team of content authors to create web and app content based on business’ needs. This is a hybrid role and you will work from the office three times a week. You must be able to communicate technical terms to non-technical stakeholder and vice versa. Ability to effectively manage Jira tickets is required. Attention to detail is a must.

Role and Responsibilities:

• Coordinate with stakeholders and lines of business to launch products and offers on our website.
• Manage a team to execute the authoring of content.
• Adapt to ever changing business goals.
• Manage agile boards.
• Manage and execute several projects concurrently.
• Work with developers, designers and content authors to solve technical issues.
• Work with fellow Project Managers to reach a common goal.
• Maintain technical documentation.
• Occasionally, pick up the slack and help with authoring.

Background / Experience Required:

• Plan organize and prioritize multiple simultaneous assignments and projects.
• Ability to delegate and rebalance work load amongst team members and coordinate with other categories of business.
• Must be a collaborative, team-oriented individual who can demonstrate the ability to work with professionals of any level.
• Ability to meet aggressive deadlines and handle stressful situations.
• Excellent communication skills both written and verbal.
• Strong time management skills.
• Strong ability to build stakeholder relationship and managing expectations.
• Ability to adapt your message to the technical level of your audience.
• High attention to detail.

Skills and Qualifications:

• Bachelor’s degree in marketing, communications or a related field or equivalent experience is required.
• 3+ years of experience with Adobe Experience Manager (AEM 6).
• 1+ years of working on Atlassian Jira/Confluence.
• Working knowledge of Agile Methodology.
• Basic knowledge of HTML, CSS, JS and SQL DBs.

Operations Manager, Customer Service Operations (B2B, B2C)

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. 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 an eleven-time winner of EPA’s ENERGY STAR® Partner of the Year Award for Sustained Excellence, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices and operations.

People | Excellence | Change | Integrity | Co-prosperity

 

Role and Responsibilities

 

Role & Responsibilities

 

At Samsung, you will have the opportunity to work with some of the smartest people on the planet to define and launch great products. This role demands an extremely customer-centric mindset, a strong analytical mind, an appetite for innovation, a data-centric attitude, and a can-do attitude. You will be working closely with product, engineering, business, marketing, and other cross-functional groups to create best-in-class customer experiences on Samsung.com and native apps for our customers. Sounds Interesting? Apply Now.

 

We seek an Operations Manager to oversee and improve the eCommerce Customer Service Operations teams for consumers and business customers. In this role, you will manage and optimize our efforts to grow Samsung.com and Samsung.com/business. You will also help streamline our customer service process and policies. This includes improving our contact us options, customer-facing content, customer satisfaction, and overall experience. Our ideal candidate prioritizes customer experience and sales, aggressively recommends and implements change, and possesses a strong sense of ownership.

 

• Provide leadership to our global operational support partners to assure consistent and timely delivery of best-in-class customer service across multiple channels with a focus in Samsung.com/Business (B2B) customers
• Develop key performance measurements that provide focus on the factors that drive improvements in quality, efficiency, and customer satisfaction
• Improve service operations by establishing strategies, process checking, and audits
• Leverage insights gathered from our customers that improve the customer experience. Elevate the voice of the customer throughout the organization to guide the development of programs that reduce contacts, lower concessions, reduce friction, and improve insights
• Establish mechanisms that foster ownership, compliance, and accountability at the network, site, team, and Customer Service Associate levels
• Collaborate with BPO partners, Fulfilment, Engineering and Delivery partners to improve experience for Consumers and Business (B2B) Customers
• Hire and develop the best associates in key areas such as quality, training, forecasting, and workforce planning
• Lead a small team internally

 

Skills and Qualifications

 

Minimum Qualifications

 

• Bachelor’s Degree required.  MBA preferred
• 8+ years of total operational leadership experience in customer-centric organizations, of which at least five years were in customer service operations
• Ownership of CS Operations in the previous role with a track record of delivering results
• Proven ability to influence and performance manage third-party vendors remotely while creating urgency to resolve identified issues and opportunities
• Background in building and scaling rapidly growing customer service teams in multiple countries
• Has deep, in-depth experience in traditional and emerging channels – phone, email, chat, text, and social media
• Detail-oriented with a strong track record of process development and execution
• Strong problem-solving skills and an ability to motivate and inspire large teams spread over a geographically dispersed area
• Demonstrated passion for continuous improvement, hungry to make step improvements, not averse to rolling up their sleeves, and able to balance ‘task & people’ orientation
• A strong bias for action with a high sense of urgency to resolve customer-impacting issues
• Proven ability to build and execute customer-centric strategies
• Experience managing direct reports, multiple departments, and creating accountability across large and small teams
• Excellent track record of issue identification and rapid resolution of core issues
• Experience managing relationships with large vendors providing critical business services
• Exceptional problem-solving skills and good working capability with Excel
• Demonstrated ability to hire and develop high-performing teams of operations
• Experience developing in-house platforms for internal processes
• Working knowledge of Zendesk, Sprinklr, Tableau, Genesis, Jira, sales portal, and or other contact management systems

Inside Sales Associate

Samsung has developed a proprietary ad platform that leverages unique first party TV data to help brands connect to their audience as they explore content across desktop, mobile, tablets and our SMART TVs. The Samsung Ad Platform delivers high-quality audience targeting powered by three key components: first-party audience data at scale, world-class data science, and brand-safe cross-device ad inventory.

 

Samsung Ads is building an inside sales team to expand our presence in the US market. Inside Sales Associates are responsible for prospecting for new customers and developing leads into new customers. In this role you will be responsible for leveraging existing tools to identify prospects and be tasked with finding prospects and turning them into customers, outside of the current data base. Success in this position will involve core business acumen, desire for sales and capacity to prosper in a fast-paced environment.

 

This position is based in Mountain View CA. It will report into the Head of Inside Sales. If you’re interested in joining the founding team working to build a unique, world-class advertising sales organization with a relentless focus on design and customer experience, you’ve come to the right place.

 

Primary Responsibilities:

• Leading your own sales prospecting efforts, including research, outreach, follow-through, and qualifying.
• Collaborate with marketing teams on lead generation
• Generate inbound/outbound opportunities and develop a strong pipeline via phone and email communications
• Manage sales funnel from prospecting to closing to sales service and renewal.
• Ensure CRM data (Leads, Contacts, Accounts) is up-to-date and accurate
• Develop and maintain an in-depth understanding of the Samsung Ads value
• proposition with knowledge of media and TV advertising landscape.

 

Qualifications:

• Bachelor’s degree with up to 2-4 years of overall experience and basic experience in sales, prospecting or similar role
• 1 year of inside sales experience preferred
• Relentless competitor and self-motivator with positive attitude
• Experience in pipeline building through customer outreach
• Outbound cold calling experience is a huge plus
• Basic understanding of CTV, digital media, or advertising technology
• Media and Advertising knowledge

 

The salary range for this role is expected to be between $80,000 and $105,000. Actual pay will be determined considering factors such as relevant skills and experience, and comparison to other employees in the role.

Training & Development Coordinator

As a Training & Development Coordinator at Samsung Ads, you will help create internal-facing content to support the products and platforms driving hyper-growth of the ads business and progress towards multi-billion-dollar annual revenue goals. You will partner with stakeholders across the product and engineering teams to help create, capture, organize, and promote internal content in the interest of education, knowledge sharing and management, learning and development, and socialization of critical concepts and developments. You are familiar with and passionate about content creation and up-to-speed with the best practices used to do so, including tools for video capture and editing, content markup and categorization via keywords and tags, and content sharing and promotion. You are comfortable in a fast-paced, constantly changing environment and can interface with teams spread across the globe.

 

Role and Responsibilities

 

Key Responsibilities and Expectations

• Work with product management and engineering stakeholders to create and capture internal-facing video and other digital content
• Create processes and incentives for stakeholders to produce content on their own and at regular intervals sustainably
• Manage and prioritize content backlog
• Organize, tag, and structure content by relevant consumption categories and understand usage and consumption patterns
• Share and promote internal content across stakeholder groups and drive initiatives to increase access and engagement
• Design and create training programs, including course content, videos and learning materials for new and existing employees.
• Gather information from product managers, engineers, and other subject matter experts to create or curate training assets and ensure stakeholder alignment and content accuracy.
• Assess training needs through surveys, employee interviews, focus groups, or consultation with managers and executive stakeholders.
• Track training effectiveness through post-training assessments, performance metrics, and feedback mechanisms
• Leverage Learning Management Systems (LMS) to create and deliver impactful learning programs.

Competencies and Skills

• Video content capture and editing, including familiarity with best practices and tools
• Content management: categorization and markup, organization, and structuring of a content repository
• Content sharing and promotion
• Navigate a large, fast-paced, multi-cultural organization
• Comfort operating within a constantly changing industry
• Clear, concise written and verbal communication skills
• Technical Proficiencies (languages, tools, systems, etc.)
• Video capture and editing tools (Loom, Camtasia, etc.)
• Experience with content management and document-sharing systems (Google Docs, JIRA/Confluence, Microsoft Teams, etc.)

 

Skills and Qualifications

 

Qualifications (education, certificates, special training, etc.) and Experience (years & background)

• 2-4 years of experience
• Bachelor’s degree in communications, Marketing, Business, or related
• Some experience (formal or informal) in content production and promotion

 

The salary range for this role, for candidates based in California, is expected to be between $105,000 and $120,000.  Actual pay will be determined considering factors such as relevant skills and experience, and comparison to other employees in the role.