Samsung Retail Operations & Project Manager
About The Position
The Branded Support Manager leads the operational execution and ongoing success of Samsung Experience Store (SES) and Customer Service Plaza (CSP) locations, ensuring consistent, high-quality customer experience across the branded service network. This role partners with Retail, Operations, and cross-functional teams to oversee day-to-day operations, support new location launches, manage vendor relationships, and drive operational excellence through process improvements, performance management, and strategic execution. The ideal candidate is a collaborative operations leader with experience managing complex, multi-site retail service environments and delivering results in a fast-paced setting. They possess strong project management, communication, and problem-solving skills, with the ability to influence cross-functional stakeholders, improve operational efficiency, and implement scalable solutions that enhance both customer satisfaction and business performance.
Requirements
- Bachelor’s degree in business administration, Operations Management, or a related field, or equivalent professional experience
- 5–7 years in Retail Service operations
- Proven track record in complex project management (preferably new store/service launches)
- Strong project management (PMP certification a plus)
- Leadership and cross-functional influence
- Excellent communication and stakeholder management
- Analytical mindset with problem-solving focus
- Proficiency in Microsoft Office Suite and project management tools
Nice To Haves
- Experience in consumer electronics or telecommunications (preferred)
Responsibilities
- Execute Branded location requests and manage day-to-day SES/CSP operations
- Align with Retail for new locations (current and future)
- Develop strategies to enhance customer experience and drive performance
- Handle ad-hoc requests to ensure operational efficiency
- Manage vendor relationships, agreements, and accountability for KPIs.
- Build strong cross-functional relationships and influence teams
- Coordinate new Branded location launches, including project planning and risk mitigation
- Design and set up BOH repair spaces, train technicians, and ensure readiness
- Suggest solutions to improve efficiency and customer experience
- Establish and manage parts inventory for new locations
- Review/Update FOH-BOH communication protocols
- Monitor KPIs (e.g., repair time, NPS) and implement continuous improvements
- Innovate service models for sustainable, best-in-class customer experience
Benefits
- Receive $70,000 per year, paid weekly
- Next-day pay on demand with DailyPay
- Eligible for medical, dental, and vision benefits
- Eligible for 401k with company matching
- Scholarship opportunities for employees and direct family members
- Employee Assistance Program
- Paid Time Off
- Paid Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
