Senior Manager, Trade-In Operations

Samsung•Plano, TX

21d

About The Position

Samsung Electronics America is seeking a Senior Manager, Trade-In Operations to own the end-to-end trade-in lifecycle for Samsung.com Direct to Consumer. The role oversees the process from shipping-label generation and device intake through third-party warehouse processing, grading, customer payout or credit, and reporting. Trade-In is a key driver of conversion, loyalty, and sustainability for Mobile Experience, and this leader is accountable for operational execution across mobile, tablet, and wearable devices and channels. The Senior Manager will manage third-party logistics and processing partners, own the program’s budget and financial forecasts, work with Customer Service to improve the trade-in customer experience and NPS, and lead analytics, reporting, and continuous improvement. The role works closely with Category Management, Business Planning, Finance, Customer Service, IT, engineering, and external partners. It also leads and develops an operations team and ensures compliance with company policy, data-privacy requirements, and applicable industry regulations.

Requirements

Bachelor's degree in a STEM field, Supply Chain Management, Operations Management, or a related discipline.
8–12 years of progressive experience in operations, supply chain, reverse logistics, trade-in/recommerce, or e-commerce fulfillment.
Experience managing third-party vendors or warehouse operations.
Experience building and owning budgets, forecasts, and financial performance reporting for an operational program.
Strong analytical skills and hands-on experience with Excel and BI/reporting tools such as Tableau.
Demonstrated experience leading cross-functional initiatives spanning operations, customer service, finance, and technology or IT.
People leadership experience and a track record of building and developing high-performing teams.
Excellent communication and executive presentation skills, including the ability to translate complex operational data into clear business recommendations.

Nice To Haves

MBA or Master's degree in Industrial/Operations Management, Supply Chain, or a related field.
Experience in consumer electronics, mobile devices, or direct-to-consumer e-commerce environments.
Prior experience with trade-in, device buyback, or asset recovery/recommerce programs.
Experience partnering directly with IT or engineering teams on defect resolution and platform enhancements.

Responsibilities

Own the complete Samsung.com trade-in process, from shipping-label generation and device intake through inspection, grading, processing, and final customer payout or credit.
Serve as the accountable owner of trade-in performance, process documentation, and SOPs across channels and mobile, tablet, and wearable categories.
Identify process breakpoints and coordinate root-cause resolution with internal and external teams.
Manage third-party trade-in processing vendors and hold them accountable to SLAs for intake speed, grading accuracy, turnaround time, and quality.
Oversee 3PL warehouse operations, including capacity planning, throughput monitoring, and escalations during peak periods.
Conduct regular partner business reviews and site or process audits to verify contractual and operational compliance.
Build and own the annual operating budget, including processing costs, vendor fees, and shrinkage or write-off assumptions.
Develop weekly and monthly volume and cost forecasts with Category and Business Planning teams, and manage performance against targets.
Track budget and forecast variances and present financial and operational updates to senior leadership.
Partner with Customer Service leadership to review complaints, feedback, and escalations and turn them into operational improvements.
Lead initiatives to improve NPS and customer satisfaction throughout the trade-in experience.
Manage remediation of lost devices, grading disputes, payout discrepancies, and processing delays to ensure timely and fair customer resolutions.
Analyze trade-in volumes, cycle times, grading accuracy, cost per unit, and vendor performance to identify trends and opportunities.
Own month-end program reporting and provide data-driven operational and financial summaries to senior stakeholders.
Build dashboards and recurring reporting cadences that provide leadership with visibility into program health.
Partner with IT and engineering to triage, prioritize, and resolve defects affecting the Samsung.com trade-in flow and connected systems.
Lead enhancements to reduce cycle time, improve grading accuracy, automate manual steps, and improve the customer-facing experience.
Monitor trade-in, reverse-logistics, and device-recommerce industry trends and recommend tools, technologies, or process models.
Lead, mentor, and develop operations professionals and foster accountability, collaboration, and continuous improvement.
Set and track departmental KPIs and hold team members and vendor partners accountable for measurable outcomes.
Build and maintain working relationships with Category Management, Business Planning, Finance, Customer Service, IT, and external stakeholders.
Ensure trade-in operations comply with company policy, data-privacy requirements, and applicable industry regulations.