Sr. Mgr., Sales Operations - Builder Customers

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. 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


The Sr. Manager, Sales & Customer Operations Builder will be responsible for leading all operational execution for builders (distributors and direct), leading the Builder customer operations team, developing new capabilities, and enhancing current processes:

Key goals of this role:
- Lead and develop the customer operations team;
- Collaborate with cross-functional teams to deliver results for our customers;
- Support DA sales growth by serving as a key face of Samsung to Builder customers;
- Identify opportunities for improving the customer experience and operational execution;
- Enhance the overall customer experience for Builder channels.

This position will work cross-functionally to oversee the performance of the Samsung Digital Appliances Builder Operations related to the end-to-end Builder customer experience. This includes ensuring seamless delivery and installation of appliances at construction projects.

This position will be responsible for the performance of the teams responsible for builder customer operations. This includes a direct team in the Atlanta office, and a third party contact center (Business Center). The Sr. Manager will manage our contact center vendor(s) in alignment with Samsung’s approved operational goals, as well as business vision and strategy. The operations Sr. Manager will ensure that the vendor(s) are delivering against their contractual obligations and KPI’s.

This is a highly cross-functional position. The Sr. Manager will work with multiple internal and third party teams, including: Sales, Order management, Logistics, Supply Chain, Accounts Receivable, Finance, and Customer Service.

This role will oversee all necessary duties to sustain Samsung’s main goal of ensuring a smooth delivery experience for the Builders and their customers purchasing home appliances from Samsung, through one of the supported builders.

Role and Responsibilities

Role & Responsibilities

Customer Operations

• Develop relationships with national multi- and single-family builders;
• Understand each builder and build operational trust with their leaders;
• Develop business processes to support the Samsung operational strategy;
• Establish best practices and operating procedures for the Builder channel;
• Serve as key escalation point to ensure customers are satisfied with their experience with Samsung;
• Meets with customers to clarify expectations, answer questions, and identify and resolve issues.

Cross-functional Stakeholder Management

• Develop relationships with cross-functional teams, both internal to Samsung and at our vendors;
• Partner with other teams to identify and implement improvements to the Builder business;
• Learn Samsung’s key processes and policies, and ensure operations team is meeting cross-functional requirements;
• Identify areas of improvement in cross-functional collaboration.

Process Improvement

• Define and document key processes, including improvement opportunities;
• Determine root cause challenges while evaluating problems;
• Work cross-functionally to gain input and suggestions;
• Implement and measure improvements.

Team Leadership (direct and third-party teams)

• Develop direct report(s) in all aspects of their roles and manage their education and career growth;
• Support team in escalations, as needed, an intense customer-facing environment;
• Partner with third-party vendor to monitor and improve their performance;
• Lead, motivate, and support team members.

Minimum Qualifications

• Bachelor’s degree required; MBA preferred
• 8+ years of relevant experience and exposure in:
• Business Operations (Retail, Builder or both)
• Supply Chain Management
• Customer Service
• Financial Management<