Outdoor LED Sr Operations Manager - Customer Care

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

Role And Responsibilities

Samsung’s vision is to create a best-in-class customer experience which will be the focal point of the enterprise. Our desire is to be known by our Display customers, service partners, and internally as the best service fulfilment organization in the United States. We seek an Operations Manager to directly support the Senior Director of Technical Support in B2B Care for Outdoor LED management and organizational functions and to provide strategic advice and management of daily operations.

Are you one who can take three weeks of information and synthesize into one conversation? Are you known for your organizational prowess and project/program management expertise? Do you have the navigational skills to work across continents and throughout the organization with a solid track record of getting things done? Collaborate and influence with this high performing leadership team as the Operations Manager of Outdoor LED.

In this role you will advise on strategy for the B2B Care team and serve as a key contact for internal leadership and headquarters for inquiries to status of projects in the organization. Plan and direct administrative, financial, and business operations for Outdoor LED and act as a point of contact between cross functional leaders, managers, employees, customers and stakeholders while providing oversight and guidance to projects critical to the organization.

The Sr Operations Manager for Outdoor LED is responsible for a wide range of duties in support of the health of the Technical Support team including, but not limited to, key business processes, staffing and people support, business operations, project management, information technology and development.

Skills And Qualifications

• Plans and directs the business. Act as a front line to the Senior Director helping prioritize and focus efforts of self and others towards the areas of highest impact for our customers.
• Monitors daily performance of Field and Network Operations teams to ensure timely service to our customers and efficient use of resources in that service.
• Reviews and supports daily reporting to drive resolution of pending customer service tickets volumes by managing escalations from customers, service partners, and system integrators.
• Interacts with manufacturing (SAMEX) and servicing partners to reduce cycle times on RMAs and builds processes to the reduce customer wait times for repaired products.
• Meets regularly with Service Delivery to transition projects from installation to the post purchase service environment.
• Responsible for warranty renewals and extensions in conjunction with Sales teams so we can support our customers with service throughout their product lifecycle.
• Works with HQ, GBM, and VD CS to anticipate and monitor for quality issues in newly developed outdoor LED products.
• Tracks strategic initiatives. Monitors progress towards meeting goals, achieving benchmarks and ensures follow-through on the part of responsible team members
• Drives the organization through effective Project/Program Management for all projects in B2B Care. Serves as the central point of communication and coordination for internal queries pertaining to the Outdoor LED project updates. Sets agendas and crafts communications. Provides continual information to team members and stakeholders to ensure that actions are taken to address key issues. Coordinate with cross-functional teams from around the world to ensure that deliverables are executed successfully, on-time, and on-budget.
• Leads meetings in relation to projects, company progress and people-related issues. Meet with staff and key stakeholders to ensure that progress is maintained to meet organizational objectives and to foster strong, collaborative working relationships. Facilitation of strategic planning and goal setting activities including performance measurement and reporting systems.
• Oversees financial management processes and systems (capital and expense budgets) to ensure the organization runs effectively (within budgets and in adherence to policies, laws and regulations and maintains proper records and documentation).
• Supports the Senior Director of Technical Support in partner/customer/field meetings and ensures that follow-up actions are documented, completed, and results recorded.
• Read and interpret technical documents, media materials, and contracts (or related documents) based on corporate legal and marketing standards and philosophy.
  
  
  

Necessary Skills/Attributes

This position requires a high level of sophistication in communications, interpersonal relations and diplomacy. It requires the incumbent to possess a keen mind and a multi-focal intelligence to quickly grasp salient issues and details and proper evaluations and recommendations.

This position requires the ability to communicate in writing and verbally with great precision and diplomacy up, laterally and down the organizational structure and with Headquarters as needed.

The position requires unimpeachable integrity and must be viewed by C-level executives as utterly trustworthy. Key stakeholders must be confident that the incumbent is emotionally stable and resilient and possess a solid ethical foundation of personal values that are 100% transparent, 100% of the time.

Background/Experience

• Bachelor's / Master’s degree preferred or a minimum 10+ years of directly related experience is required
• Korean/Bilingual a plus
• Must have previous experience managing a team
• Experience communicating cross-functionally, domestically, globally and up & down an organization
• Ability to synthesize large amounts of information quickly
• Must have experience with Microsoft Standard Office Suite and extensive use of Windows presentation software in a wireless network environment
• Must possess Excel skills and experience with developing pivot tables and macros
• Must have demonstrated project and program management skills
• Proven experience successfully planning and executing large projects and/or events
• Outstanding written and verbal communication skills and experience collaborating with senior executives across a large organization
• Ability to create effective relationships, influence and collaborate internally and externally at all organizational levels
• Must have the ability to manage through chaos
• Must be able to report into office at 55 Challenger Road, Ridgefield Park, NJ (Monday – Thursday)
  
  
  

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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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.