Regional Operations Manager

2020 Companies•Murfreesboro, TN

18d•Remote

About The Position

2020 Companies is now interviewing for a remote Regional Operations Manager representing our client, Samsung Electronics America. You must reside in the Murfreesboro, Tennessee , "Boro" zip code and have a valid driver's license for this role. You must have experience in both front and back of house tech repair. 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.

Requirements

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
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

Responsibilities

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
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