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

Samsung Electronics•Plano, TX

1d•Onsite

About The Position

Samsung Electronics America’s Retail Division is a growing organization focused on retail capabilities, consumer engagement, and delivering strong consumer experiences through retail partnerships and experiential sites. The Senior Manager directs field associate asset allocation, systems activation and administration, and onboarding/offboarding in partnership with a third-party vendor. The role also owns the field-facing communications strategy, including communication rhythms, templates, and executive reporting, to keep the field informed and aligned around sell-out goals. The Senior Manager sets policies and standard operating procedures, leads and develops a team, and drives cross-functional alignment on process, communications, and partner-operations changes. The role plans and executes initiative rollouts, establishes and reports on key performance indicators, manages operational resources and vendor relationships, and provides executive-level updates. The Senior Manager partners closely with the Director of Retail Partner Operations and collaborates with Field, Retail Channel Management, GTM, Strategy, Merchandising, Design, Technology, Logistics, Marketing, Service, HR, and Finance teams at Global and North American levels. The position is based in Plano, Texas, and requires approximately 10–20% travel. It is not eligible for immigration sponsorship.

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, including at least 2 years 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 skills and demonstrated ability to lead project work and end-to-end planning in a large, dynamic, matrixed team.
Outstanding written and verbal communication skills, including experience developing executive-level presentations and telling stories with data.
Strong attention to detail, time-management, and organizational skills, including maintaining accurate records, reports, and SOP documentation.
Strong analytical and problem-solving skills, including the ability to prioritize and manage multiple projects simultaneously.
Ability to work at the pace of retail, handle ambiguity and constant 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 field sales programs at scale.
Expertise building, standardizing, and governing processes across large, distributed field organizations, with measurable improvements in workflow and 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 vendors and third-party partners and with Field, Retail Channel Management, GTM, Strategy, Merchandising, Design, Technology, Logistics, Marketing, Service, HR, and Finance teams at Global and North American levels.

Responsibilities

Lead onboarding and offboarding for field associates, directing vendor partners responsible for administrative management, systems provisioning, field tools, and reporting, and holding teams accountable to service-level targets.
Manage user access administration and resolve voice-of-customer issues for field sales platforms, serving as the initial escalation point for day-to-day 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; and define and report on a strategic process-improvement roadmap, milestones, and KPIs.
Partner with the Director of Retail Partner Operations to support go-to-market execution and cross-functional alignment at key program checkpoints, developing repeatable processes for field and partner teams.
Author and maintain the Standard Operating Procedure library for field processes, establish document governance and retention policies, and partner with training teams to develop process-training curriculum.
Support cross-functional store-list governance and coordinate accurate, timely monthly updates with internal stakeholders and field leadership.
Support field-event planning and execution, including invitations, communications, project tracking, and on-site operations.
Lead the Retail Field Team’s operational function and resolve escalated issues in a timely and professional manner to support business objectives and customer service.
Connect field and marketplace intelligence with the broader business, surfacing field and partner insights for decision-making and communicating business strategy and priorities to the field.
Serve as the central communications point between corporate and the retail field team, creating and proactively delivering daily communications and information.
Develop and execute executive communications for field operations, ensuring consistent and timely messaging on process execution, scheduling, partner operations, and performance reporting; create presentations and executive updates.
Own communication drafts, templates, and rhythms; govern field surveys, calendars, scheduling, and communications and system tools; and streamline those tools for greater efficiency.
Project-manage field system and tool feedback and updates, evaluate effectiveness through communication and field-tool metrics, and demonstrate business impact to secure stakeholder support.
Advocate for the field team by integrating communication, knowledge, and information into operations so field associates can focus on sell-out.
Translate complex and changing information into succinct, clear communications for retail leadership and executive stakeholders.
Coach, develop, and manage direct reports by setting goals, fostering collaboration, and providing ongoing feedback.
Create and manage tasks and project plans, organize and prioritize work across operations and communications workstreams, and meet deadlines.
Drive and improve business cadence across planning, scheduling, and communications; establish and monitor processes to promote accountability and progress visibility.
Build effective working relationships across stakeholder groups and communicate, present, influence, negotiate, and network across organizational levels, including executive leadership.
Use critical thinking and data-informed problem-solving to address ambiguity, implement solutions, and deliver quality work with minimal instruction.