Sales Operations Manager, Builder Customers

Position Summary

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

Role and Responsibilities

This Sales Operations Manager role is part of Samsung’s Digital Appliances division, with specific focus on customer operations in the Builder Channels for Samsung home appliances.  The person in this role will have a critical impact in Samsung’s growing Builder Operations team.  The role will directly support Samsung’s existing and new Builder customers (Distributors and Direct)

The role is:

• Highly cross-functional with significant leadership exposure
• The owner of internal and external customer experience from an operational standpoint
• Part of a fast-growing business and team with an exciting growth trajectory

Role & Responsibilities

• Project & Account Management
  • Manage the operational ramp-up and onboarding of new Builder customers. Indirectly manage and lead the cross-functional teams and the customer to set all parties up for success as they on-board or ramp up
  • Build relationships with customer leadership, serving as a trusted point of contact for all operational needs between the customer and Samsung
  • Verify that processes and procedures for operational execution meet contractual, program, and policy expectations
• Executing Ongoing Operations
  • Own the operating relationship with the Builder customers, managing the day-to-day operating team while effectively balancing customer and internal escalations
  • Solve problems by rapidly diagnosing issues and implementing corrective actions. Utilize strong root-cause problem-solving skills to solve underlying issues long-term
  • Establish effective cadences with the customer and internal Samsung teams to ensure all cross-functional parties are aligned and executing on the daily operational needs
  • Establish, adjust and streamline SOPs according to business and customer needs
  • Procure and ideate prompt and effective solutions to any issues presented. Expected to collaborate cross-functionally to create the optimal issue resolution
• New Account Onboarding
  • Manage projects to launch new builder communities with Samsung appliances
  • Own the onboarding process for new accounts, effectively managing, tracking, and coordinating with cross-functional stakeholders to execute all setup steps in a timely manner
  • Ensure accuracy and process adherence across stakeholders on all new account documentation. Troubleshoot and help resolve issues as needed.
  • Collaborate with internal stakeholders, customers, and third parties to gather and submit requirements. Build execution plans and processes to align with customer needs and Samsung policies

Minimum Qualifications

• Bachelor degree required (focused on business operations or Supply Chain preferred)
• A minimum of 6+ years of relatable work experience in a prior customer-facing operations role—experience working in the Builder industry or for a construction company a plus (candidates with varied Operations Management experience that touch both office and warehouse environments preferred)
• Attuned to a teamwork environment, fast-paced rhythm, and a results-oriented culture
• Problem-solver with positive attitude & passion for delivering results despite challenges
• Advanced Microsoft Excel skills (Vlookups, pivot tables)
• Demonstrated ability to juggle multiple tasks, projects, and deadlines
• Excellent communication skills (written and verbal), especially in customer-facing settings
• Hands-on experience managing complex projects involving physical supply chains and operations
• Previous experience working on residential construction projects is a plus
• Ability to trav