Position Summary

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” that push boundaries and defy barriers. 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 EPA’s ENERGY STAR® Corporate Commitment Partner, 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


Position Overview
The Sr. Retail Virtual Operations Manager is responsible for managing a virtual operations team that supports multiple lines of business, provide support to multiple virtual programs and communicates executive route readiness plans to leadership. This role manages the virtual operations team supporting parts ordering, field program support, virtual visits and RSA support experience. The Sr. Retail Virtual Operation Manager will be responsible for the management, training and development of the teams support levels and knowledge base, in addition to KPI metrics for support experience, timeliness, tickets, reporting and executive level recaps.

Role and Responsibilities

Role & Responsibilities

Manage the virtual operations team with scheduling, cross time zone coverage, product knowledge, merchandising knowledge, technical knowledge that supports all levels of retail sales associates’ requests while maintaining excellence customer experience.Responsible for all out bound virtual store visits, drive time war room execution, field program support and admin support of the sales enablement platformManage all virtual operations team performance and KPI metrics including ticket submission, ticket tagging, timeliness to solution, parts ordering and all additional team metricsDevelop virtual operations system and process enhancements to improve efficiency, cost, support levels and timeliness to close out an open ticketCreate all standard operating procedures and documents for the virtual operations team to ensure effective processes are in place to support seamless execution for the team and field teamsDevelop polished graphic story-telling presentations that communicate information and performance resultsProvide executive level updates of all programs in a way that showcases the program results and how they support the field teamsWork collaboratively with multiple teams on executive route readiness, reporting on readiness, building new tools to support the field teams with executionCreate and manage tasks while adhering to deadlines show casing the ability to organize and prioritize timely and effectivelyWork collaboratively with the finance team on all forecasting, budgeting, funding and invoices of the virtual operations support teamsManage any additional operational tasks as assigned

Minimum Qualifications

8+ years’ experience in retail operationsStrength in working cross functionally, harnessing a collaborative team environment and being able to lead project work within a large dynamic team and drive end to end planning and executionAdaptability to move at the pace of retail and work in a constantly evolving environment, ambiguity and making decisive decisions when neededAdvanced proficiency in Power Point, Word, and ExcelOutstanding written and communications skills, time management, and organizational skillsAbility to travel approximately 10-20% of the time

Preferred Qualifications:

Bachelor’s degree in Business Management or related fieldPrevious experience in retail communications, sales driving initiatives, vendor management, change management, large field team support with the ability to demonstrated knowledge of best practices, process creation and execution resultsDemonstrated ability to create, revise and standardize processesDemonstrated experience working with third party accounts and corporate operations team

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.

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Skills and Qualifications

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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.