Job Details
Position Summary
eCommerce Operations Manager
Making the future is everyday life at Samsung. We're seeking innovators who are called to not just change the world, but build a better one. We enable the best technology hardware on the planet, but our best is always a prototype for something better and our people thrive with a driven mindset - better builds on better. 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.
People | Excellence | Change | Integrity | Co-Prosperity
At Samsung, you will have opportunity to work with some of the smartest people on the planet in defining and launching great products.
This role demands an individual that takes extreme ownership of projects and programs, has a strong analytical mind with an appetite for innovation, is data-centric with a high bias for action. You will be working closely with Logistics, Finance, Product Management, Engineering, Business Management, Category Management, Legal and other cross-functional teams to create best-in-class Customer Experience Journey on Samsung.com. Sound Interesting? Apply now.
Role and Responsibilities
The eCommerce Operations Manager is responsible for the tactical day-to-day management of operations innovation projects, including immediate ownership of Samsung.com's newly created ReCommerce program. The program is built with specific goals related to redeveloping the end-to-end return and disposition of inventory across all Lines of Business (LOBs). This person will work closely with our internal teams and external partners to build processes from the ground up to create seamless product disposition and readiness for post-return revenue recapture with returned products. This is a highly visible role with high impact across the org.
Role and Responsibilities:
- Implement strategic projects aimed directly at operational innovation for S.com
- Continue development of the Recommerce program to expand to the entire Mobile category and other LOBs, with an emphasis on creating a best-in-class ReCommerce program
- Evaluate logistics and processing partners' performance and work with internal teams to create improvement plans to address any identified gaps
- Track defects and develop full reconciliation of open returns and orders to understand root cause and processes to resolve them
- Manage a diverse group of vendor partners that are vital to the success of the returns program, including but not limited to contract reviews, SLA adherence, budgeting, cost analysis, expense approvals, and bidding
- Partner with customer service team to understand consumer pain points and work on initiatives to improve the customer experience through operational improvements and innovation
- Monitor and take action on exceptions reporting and understand measurements of KPI's for lead times, transit time, processing, backorders, and aging to track progress towards operational goals for the ReCommerce business
- Work with business operations leadership on strategic projects that positively impact the metrics and KPIs used to monitor the health of the program
- Contract reviews and negotiations with external partners/vendors
Skills and Qualifications:- Bachelor's Degree required
- Six Sigma experience preferred
- 6+ years relevant experience in eCommerce program management or business operations
- Strong data analytics skills to handle large data sets, drill downs, exceptions and anomaly detection, and ad hoc reporting of findings
- Process development experience to document and publish SOPs
- Experience with high volume direct to consumer ecommerce fulfillment or returns that illustrate process and KPI improvements to scale growth
- Experience in returns or reverse logistics is a strong advantage
- Experience using Microsoft Office software including extensive use of Excel, Word, PowerPoint, and SAP, or similar sales order management software applications
Life @ Samsung -
Benefits @ Samsung -
Regular full-time employees 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 are eligible for MBO bonus compensation, based on company and division performance.
Skills and QualificationsPhysical/Mental Demands and Working Conditions: The position requires the ability to perform the essential duties and responsibilities in the following environment:
- Work is generally performed in an office environment
- Operate a computer keyboard and view a video display terminal 50% of work time, including prolonged periods of time
- The movement and transportation of equipment, most of the time under 25 pounds
- Performs work under time schedules and stresses which are normally periodic or cyclical, including time sensitive job stress, fatigue, unpaid over-time, intellectual challenge, constant technical data feedback, language barriers, and business management stress
- Machines, tools, equipment, and work aids representative and commonly associated with PCs, printers, and office work areas
- Frequently works additional hours beyond normal schedule
- Under very little direct supervision with a high level of responsibility to apply general policies and guidelines where decisions are seldom monitored and consequences of decisions adversely affect operating results and management decisions
- Complete access to confidential company data where disclosure may jeopardize the company's competitive position
- Travel up to 10% as needed
#LI-VL1
* Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here.
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 ProcessSamsung 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-###-####) or ...@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.