Sr. Manager, Virtual Retail Operations

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 platform
• Manage all virtual operations team performance and KPI metrics including ticket submission, ticket tagging, timeliness to solution, parts ordering and all additional team metrics
• Develop virtual operations system and process enhancements to improve efficiency, cost, support levels and timeliness to close out an open ticket
• Create 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 teams
• Develop polished graphic story-telling presentations that communicate information and performance results
• Provide executive level updates of all programs in a way that showcases the program results and how they support the field teams
• Work collaboratively with multiple teams on executive route readiness, reporting on readiness, building new tools to support the field teams with execution
• Create and manage tasks while adhering to deadlines show casing the ability to organize and prioritize timely and effectively
• Work collaboratively with the finance team on all forecasting, budgeting, funding and invoices of the virtual operations support teams
• Manage any additional operational tasks as assigned

Minimum Qualifications

• 8+ years’ experience in retail operations
• Strength 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 execution
• Adaptability to move at the pace of retail and work in a constantly evolving environment, ambiguity and making decisive decisions when needed
• Advanced proficiency in Power Point, Word, and Excel
• Outstanding written and communications skills, time management, and organizational skills
• Ability to travel approximately 10-20% of the time

Preferred Qualifications:

• Bachelor’s degree in Business Management or related field
• Previous 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 results
• Demonstrated ability to create, revise and standardize processes
• Demonstrated experience working with third party accounts and corporate operations team

Life @ Samsung -