Senior Manager, Retail Operations & Field Communications – Plano, TX

Samsung•Plano, TX

About The Position

The Senior Manager, Retail Operations & Field Communications leads retail field operations and communications for Samsung Electronics America’s Retail Division. The role directs field associate onboarding and offboarding, asset allocation, systems activation and administration, vendor-partner operations, and field-facing communication strategy. It establishes policies, standard operating procedures, communication rhythms, templates, reporting, and performance measures, while leading and developing a team of managers, specialists, and coordinators. The Senior Manager plans and executes new initiative rollouts, supports go-to-market execution, manages operational processes and tools, and drives alignment across field teams, vendors, and cross-functional stakeholders. The role owns operating plans and KPI reporting, provides executive-level updates, and works closely with the Director of Retail Partner Operations to surface field and vendor insights that inform operational improvements and future strategy. It requires strategic judgment alongside hands-on execution and stakeholder management across Global and North American teams.

Requirements

Bachelor’s degree in Business Management, Communications, or a related field, or an equivalent combination of education and experience.
At least 5 years of progressive experience in retail operations, retail communications, and/or partner or vendor operations.
At least 2 years of experience in a people-leadership capacity.
Demonstrated experience working with third-party vendors or 3PLs and corporate operations teams.
Experience executing change-management initiatives using established approaches and driving process standardization across large, distributed field organizations.
Strong cross-functional collaboration and project-leadership skills, including end-to-end planning within a large, dynamic, matrixed organization.
Outstanding written and verbal communication skills, including executive-level presentations and data storytelling.
Strong attention to detail, time management, and organizational skills, including the ability to maintain accurate records, reports, and SOP documentation.
Strong analytical and problem-solving skills and the ability to prioritize and manage multiple projects simultaneously.
Ability to work at the pace of retail, handle ambiguity and ongoing change, and exercise sound judgment under pressure.
High proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.
Ability to travel approximately 10–20% of the time.

Nice To Haves

Experience with field communication or collaboration platforms.
Experience managing retail or field operations and/or communications, partner or vendor (3PL) operations, sales-driving initiatives, or large-scale field sales programs.
Proven expertise building, standardizing, and governing processes across large, distributed field organizations, with measurable improvements in workflow or operational efficiency.
Experience managing or influencing operating budgets, vendor contracts, and KPI reporting in a retail or field-operations environment.
Familiarity with go-to-market planning and execution, and experience connecting field or marketplace intelligence with business-unit strategy.
Experience partnering with third parties and cross-functional teams such as Field, Retail Channel Management, GTM, Strategy, Merchandising, Design, Technology, Logistics, Marketing, Service, HR, and Finance at Global and North American levels.

Responsibilities

Lead the onboarding and offboarding program for field associates, overseeing vendor partners, administrative management, systems provisioning, field tools, reporting, and service-level accountability.
Manage field sales platform user access and resolve voice-of-customer (VOC) issues, serving as the initial escalation point for platform support and user alignment.
Design, implement, and roll out operational processes and tools for field teams; manage operating budgets, resource plans, vendor contracts, and spend against service-level targets and KPIs.
Define and drive a strategic roadmap for process improvements, reporting milestones and accountability against organizational goals.
Partner with the Director of Retail Partner Operations to support go-to-market execution and facilitate cross-functional alignment at key program checkpoints.
Author and govern the field-process SOP library, establish document governance and retention standards, and partner with training teams to develop process curriculum for the Field Execution team.
Coordinate monthly store-list governance with internal stakeholders and field leadership to ensure updates are accurate and timely.
Support planning and execution of field events, including invitations, communications, project tracking, and on-site operations.
Lead the Retail Field Team’s operational function, resolve escalated issues professionally and promptly, and support business objectives and customer service.
Surface field and partner insights to inform business decisions and communicate business-unit strategy and priorities to the field.
Serve as the central communication point between corporate and retail field teams, creating and delivering daily field communications.
Develop and execute executive communications for field operations, ensuring consistent and timely messaging on process execution, scheduling, partner operations, and performance reporting.
Create communication drafts, templates, and rhythms; govern field surveys, calendars, scheduling, and communication and system tools; and streamline tools for efficiency.
Project-manage field-system and tool updates based on field feedback, evaluate effectiveness using communication and field-tool metrics, and demonstrate business impact to stakeholders.
Translate complex and changing information into concise communications and polished, data-informed presentations for retail leaders and executive stakeholders.
Coach, develop, and manage direct reports by setting goals, fostering collaboration, and providing ongoing feedback.
Organize and prioritize concurrent workstreams, create project plans, meet deadlines, and improve business cadence and execution accountability.
Build stakeholder relationships across a matrixed organization, exercise sound judgment amid ambiguity, and communicate, present, influence, negotiate, and collaborate professionally.