Samsung Territory Operations Manager

2020 Companies•New York, NY

5d•Onsite

About The Position

2020 Companies is hiring a Territory Operations Manager to represent Samsung Electronics America and support field operations across a large-scale mobile device repair network. The role partners with territory and regional leadership and cross-functional teams to improve processes, analyze business performance, support training, and promote consistent execution across service locations. It serves as a liaison between field teams, service partners, and corporate stakeholders. The manager co-manages regional operations performance with the Territory Manager and oversees a team supporting store visits and assessments. The position coordinates visit logistics and reporting, identifies improvements to work instructions and standard operating procedures, analyzes key performance indicators, and supports coaching, technical operations, and service-partner effectiveness. It also assists with onboarding new service locations and implementing major service product releases and field-management changes. Travel may be up to 50% of the time.

Requirements

At least 5 years of experience managing technical professionals, including the ability to assess clients' authorized locations and communicate technical needs.
At least 2.3 years of supervisory or management experience.
Experience coaching and providing timely, relevant feedback to peers or direct reports.
Exceptional Microsoft Office Suite skills, including PowerPoint, Outlook, Word, and Excel functions such as VLOOKUPs, HLOOKUPs, indexes, charts, graphs, COUNTIFs, and SUMIFs.
Ability to explain complex processes or concepts in understandable terms.
Ability to read and understand requirements documents and engineering specifications.
Ability to learn technical information quickly and apply it in a fast-paced environment.
Ability to work collaboratively and independently while managing 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.
Tech-savvy and interested in working with interactive technology gadgets.
Self-directed, self-motivated, and results-oriented.
Ability to travel up to 50% of the time.
Ability to meet the physical requirements referenced in the job description; those requirements are not specified in the supplied text.

Responsibilities

Co-manage the performance of Regional Operations Managers in the assigned territory with the Territory Manager.
Manage the direct-report team supporting store visits and assessments, including scheduling and travel logistics, expense tracking, analysis, reporting, and client liaison duties.
Identify needed improvements to work instructions and standard operating procedures and work with the client's Internal Operations team to create and update these documents.
Collaborate on improvements to the Store Visit and Assessment program.
Partner with the client's Internal Operations, Training, and Engineering teams to support Regional Operations Managers and develop or update operational content.
Compile and upload store assessment results to the client's internal system.
Analyze KPI performance, identify trends and corrective-action opportunities, and flag underperforming locations.
Provide monthly program updates to the Internal Operations team, including travel schedules, underperforming locations, and analysis of the previous month's store visits.
Conduct quarterly store-visit ride-alongs with each team member to ensure alignment and gather field insights.
Maintain comprehensive knowledge of assigned-region service operations, assess front-of-house and back-of-house processes, identify strengths and opportunities, and follow up on action items to ensure compliance with authorized repair guidelines.
Provide relevant training and coaching on product lines, administrative and service processes, and location-level productivity management.
Provide professional feedback, development plans, and corrective actions at technician, store, and regional levels.
Ensure service partners receive technical, procedural, and communication support, and conduct regular on-site visits to promote operational excellence.
Onboard new service locations and support major service product releases and applicable field-management changes in designated regions.
Compile, edit, and gather accurate information for clear, timely technical and operational reports, and summarize regional performance for management.
Meet with and visit service partners to conduct process-improvement work, gather and share information, and perform standard audits and assessments.
Use targeted reporting tools and processes to prioritize actions and on-site field visits.
Provide additional cross-functional technical support to the authorized network, including ticket support, approvals, system usage, and technical hardware and software support.
Perform other duties as assigned.