Position Summary
Sr. Manager Trade-In Operations Plano TX 75023For decades, Samsung has been leading the charge on innovation. We see beauty in achieving excellence and our passion for change fuels our discoveries, inventions, and breakthrough technology. We believe that technology can, and should, make the world a better place, so we create new possibilities for people everywhere, push the limits of what’s possible, and constantly innovate.
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The Samsung direct-to-consumer eCommerce team is looking for a Sr. Manager to lead the best-in-class operations of the trade-in platform.This role is responsible for managing the operations of the trade-in program, including monitoring program operations, tracking and reporting on operational KPIs, forecasting volume and monthly financial impact, and managing 3PL relationships. As the key stakeholder in the physical and systematic operation of the program, this role is directly responsible for the optimal movement of devices through the trade-in lifecycle and all the processes in place to support it. A successful candidate will be able to drive continuous improvement, identify opportunities for improved customer experience and cost savings, and ensure seamless operations.
Role and Responsibilities
Responsibilities:
- Managing a team that monitors and runs day to day program operations that include the shipment, intake, triage, storage, and disposition of program devices
- Directing forecasting and capacity planning activities with internal stakeholders and 3PL partners
- Defining, monitoring, and addressing operational SLAs and KPIs
- Managing 3PL partners, evaluating performance, and addressing issues
- Establishing operational & systematic SOPs and processes
- Identifying, prioritizing, and pursuing business, logistical, and operational opportunities and improvements
- Designing, implementing, and improving program features, promotions, and processes in partnership with cross-functional internal partners in business, product management, engineering, and customer service
- Owning, creating, and revising program policies and key customer-facing literature & communications
- Creating & maintaining relevant reporting & dashboards
- Monitoring & mitigating risk of program losses
Skills & Experience:
- Bachelor's Degree with 10+ years of experience in trade-in / logistics / returns operations with emphasis on program management
- MBA from top university preferred
- Strong leader, able to deliver results by partnering with stakeholders across all levels of the organization
- Demonstrated experience driving business execution and operational improvement, working with both technical and non-technical teams
- Self-starter, able to proactively identify opportunities and lead teams to implement
- Demonstrated success in a high-pressure and fast-paced environment with the ability to respond to changing priorities without loss in performance or productivity
- Ability to lead cross-functional teams and drive influence across many levels of the organization
- Microsoft Standard Office Suite and advanced expertise in PowerPoint and Excel
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Skills and Qualifications
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