Regional Operations Manager

Job Type:

Work Location:

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, 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
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.