Samsung Regional Operations Manager

Job Type:

Regular

Work Location:

Seattle, WA 98105

Overview:

2020 Companies is now interviewing for a remote Regional Operations Manager representing our client, Samsung Electronics America.

The Regional Operations Manager is responsible for managing and ensuring the brand’s technical standards are being met at assigned authorized service locations.

Critically, the role will help to define, create and implement short, mid, and long-term support plans to ensure both the end user customers' needs and Samsung needs are fulfilled.

The ROM role is pivotal in ensuring execution aligns Samsung’s brand vision is brought to life at assigned locations and you will be tasked with making decisions on behalf of the brand to ensure market success.

The ROM is cross-functional, engaging multiple client, retailer, and support groups. ROMs will consolidate, analyze, and interpret data from call/request drivers and KPI results, and ultimately present findings to the Client Operations team.

What's in it for you?

Receive a competitive salary of $70,000, paid weekly

Work remote

Health/Dental/Vision benefits

401K Program with matching

Paid Time Off

Paid Holidays

Scholarship opportunities for employees and direct family members

Employee Assistance Program

Leadership Development Program

Employees special pricing for multiple clients

Job Description:

Responsibilities include;

Investigating escalations, establishing, and maintaining relationship with service locations to enhance overall operations of the program

Monitoring support queues to shift support, when necessary

Supporting any cross-functional support lines of business such as Field Team (TOMs, ROMs, and FSS team) to provide additional ticket and technical support to the client's authorized services

Planning in adherence to clients’ global requirements and any changes as needed including but not limited to global process and standard policies

Required skill sets to be successful in the role include;

Account management

Network management

Leadership skills

Industry knowledge is critical

Must have a comprehensive working knowledge of all partner's service operations - front-of-house and back-of-house of stores

A week in the life would include;

Identify Work Instruction and SOP improvements for the Team where needed and work closely with the clients' internal operations team to create and update those living documents.

Identify support gaps and formulate processes/plans to address those gaps

Work in partnership with the client's internal operations, training and engineering teams to support service repair partners

Analyze KPI performance to determine trends, corrective action opportunities and identify under-performing agents

Provide monthly program updates to client's internal operations team including support volume, service level achievement, overall trends and support improvement plan

Review and optimize ticketing system (Zendesk and/or other) regularly for improved support to partners

Identify process and operational strengths and opportunities, and action item follow up to ensure each partner operates within client's authorized repair guidelines

Engage in professional feedback to internal leadership and Field Team with development plans and corrective actions at a technician, store, and regional level

Ensure service partners are fully supported in all technical, procedural, and communication areas of the business. Conducts at least two quarterly on-site visits to review processes and ensure operational excellence and ROM process alignment

Responsible for on-boarding new FSAs, including aligning with Training and any applicable Retail Field Support members

Compile, edit, and gather accurate data and information to develop technical and operational reports, assuring they are legible and delivered on time. Must have the ability to speak and summarize on a high level

Use targeted reporting tools and processes to prioritize actions and address gaps accordingly

Provide additional cross-functional field support to client's authorized network

Main duties include contacting, visiting and assessing locations when needed

Ability to lift, move, or adjust general office equipment, boxes, supplies, materials, or products weighing up to 25 pounds using proper materials handling procedures

Other duties, as assigned

Qualifications

2+ years' lead / supervisor / management experience required

Experience in coaching and giving timely and relevant feedback to peers or direct reports

Proven exceptional skills in Microsoft Office Suite including: PowerPoint, Outlook, Word, and Excel (Vlookups, Hlookups, Indexes, Charts, Graphs, Countifs, Sumifs, etc.)

Ability to express complex processes or concepts in terms that are easy to understand

Ability to read and understand requirement documents and engineering specifications

Ability to quickly learn technical information and apply it in a fast-paced environment

Team oriented, but able to work independently and manage multiple tasks

Strong problem solving and organizational skills

Excellent verbal and written communication skills

Ability to think critically and creatively

Ability to meet tight deadlines for timely release of materials

Must be tech-savvy and enjoy working with interactive technology gadgets

Self-directed, self-motivated and results-oriented

Ability to travel up to 80% of the time

What You Can Expect From 2020 Companies

We welcome every voice, and we are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We are always identifying opportunities to encourage our team to be their authentic selves, while working to provide a best-in-class experience for our employees. Whether that’s paid holidays, long-term career pathing options, personal development opportunities or professional stretch assignments, you can expect 2020 Companies to support you.

2020’s Commitment