Samsung Territory Operations Manager

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Overview:

2020 Companies is now hiring a Territory Operations Manager to represent our client, Samsung Electronics America.

We are seeking a highly organized, analytical Territory Operations Manager to support field operations, drive performance, and improve the effectiveness of a large-scale mobile device repair network. In this role, you will partner closely with Territory Leadership, Regional Operations Managers, and cross-functional teams to improve operational processes, analyze business performance, support training initiatives, and ensure consistent execution across multiple service locations.

The ideal candidate is a strong people leader with experience managing technical teams, conducting operational assessments, analyzing KPIs, and driving process improvements in a fast-paced environment. This position requires frequent collaboration with Operations, Training, Engineering, and Service Partners while serving as a key liaison between field teams and corporate stakeholders.

What we Offer

• Receive a competitive salary, paid weekly
• Health/Dental/Vision benefits
• 401K Program with matching
• Paid Time Off
• Paid Holidays
• $30 Mobile Reimbursement
• Scholarship opportunities for employees and direct family members
• Employee Assistance Program
• Leadership Development Program
• Employees' special pricing for multiple clients

Job Description:

• Co-manage the performance with Territory Manager for the Regional Operation Managers in predefined territory. Direct report management
• Team supporting Store Visits and Assessments including but not limited to: scheduling logistics, travel logistics, track expenses, analyzing and reporting results and acting as a liaison to clients Internal Operations team
• Identify Work Instruction and SOP improvements and refinements where needed and work closely with the clients Internal Operations team to create and update those living documents. Collaborate on Store Visit and Assessment program design improvements and refinements where needed
• Work in partnership with clients Internal Operations, Training and Engineering teams to support the ROMs. As well as create and update any necessary content for Operational Work Instructions and SOPs. Compile and upload Store Assessment results to client's internal system
• Analyze KPI performance to determine trends, corrective action opportunities and identify under-performing locations. Provide monthly program updates to Internal Operations team including travel schedules, identified under-performing locations, and overall analytics of prior month's Store Visit results
• Conduct quarterly Store visit ride along with each team member to ensure alignment and gain insights on the process from the field
• Fully engaged in assigned region, having a comprehensive working knowledge of their service operations - front-of-house and back-of-house assessment of stores, identifying process and operational strengths and opportunities, and action item follow up to ensure each store operates within authorized repair guidelines
• Supports assigned regions with relevant training and coaching in specific product lines, administrative and service processes and per-location productivity management. Engages in professional feedback, development plans and corrective actions at a technician, store, and regional level
• Ensures service partners are fully supported in all technical, procedural, and communication areas of the business. Conducts regular on-site visits to ensure operational excellence
• Responsible for on-boarding new service locations, new major service product releases and any applicable field-management changes within designated regions
• 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 of their own respective region to management
• Regular meetings and on-site visits with service partners to perform process improvement tasks, gather, disseminate information, and perform standard audits and assessments
• Use targeted reporting tools and processes to prioritize actions and field on-site visits
• Provide additional cross-functional tech support to authorized network. Main duties will include ticket support, approvals, system usage, technical hardware and software support
• Meeting the physical requirements - listed below
• Perform other duties as assigned

Qualifications:

• 5+ years' experience managing technical professionals with the ability to assess clients authorized locations and communicate technical needed
• 2.3 + years' 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 50% of 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
We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.