Samsung Territory Operations Manager

2020 Companies•New York, NY

6d•Onsite

About The Position

2020 Companies is hiring a Territory Operations Manager to represent Samsung Electronics America. The role supports field operations for a large mobile-device repair network by partnering with Territory Leadership, Regional Operations Managers, and cross-functional teams to improve processes, analyze performance, support training, and ensure consistent execution across service locations. The manager co-manages Regional Operations Manager performance with the Territory Manager and provides direct-report management. The position serves as a liaison between field teams, service partners, and corporate stakeholders, and requires frequent collaboration with Operations, Training, Engineering, and Service Partners. Travel may be up to 50% of the time. The role coordinates store visits and assessments, including scheduling and travel logistics, expense tracking, results analysis and reporting, and communication with the client’s Internal Operations team. It identifies and helps implement improvements to work instructions, standard operating procedures, and the store assessment program. The manager analyzes KPIs, identifies trends and underperforming locations, provides monthly program updates, conducts quarterly ride-alongs with team members, and follows up on actions to help ensure stores operate within authorized repair guidelines. The manager supports assigned regions through training, coaching, feedback, and development or corrective-action plans for technicians, stores, and regional teams. Responsibilities also include supporting service partners, conducting on-site visits and audits, onboarding new service locations and product releases, preparing accurate technical and operational reports, prioritizing field visits using reporting tools, and providing cross-functional technical support to the authorized network. Other duties may be assigned. Physical requirements are referenced in the posting but not specified.

Requirements

At least 5 years of experience managing technical professionals, including the ability to assess client-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 easily understood terms.
Ability to read and understand requirements documents and engineering specifications.
Ability to quickly learn technical information and apply it in a fast-paced environment.
Ability to work as part of a team 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.

Responsibilities

Co-manage the performance of Regional Operations Managers in the assigned territory with the Territory Manager, including direct-report management.
Support the team conducting store visits and assessments by coordinating scheduling and travel, tracking expenses, analyzing and reporting results, and liaising with the client’s Internal Operations team.
Identify needed improvements to work instructions and standard operating procedures and collaborate with the client’s Internal Operations team to create and update those documents.
Collaborate on improvements to the design of the Store Visit and Assessment program.
Partner with Internal Operations, Training, and Engineering teams to support Regional Operations Managers and develop or update operational work instructions and SOP content.
Compile and upload store assessment results to the client’s internal system.
Analyze KPI performance to identify trends, corrective-action opportunities, and underperforming locations; provide monthly program updates and analytics to the Internal Operations team.
Conduct quarterly store-visit ride-alongs with each team member to support alignment and gather field-process insights.
Maintain a comprehensive working knowledge of 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 regional training and coaching on product lines, administrative and service processes, and per-location productivity management; provide professional feedback and support development plans and corrective actions at technician, store, and regional levels.
Support service partners in technical, procedural, and communication matters and conduct regular on-site visits to promote operational excellence.
Onboard new service locations, major service product releases, and applicable field-management changes in designated regions.
Compile, edit, and gather accurate information for timely, legible technical and operational reports, and summarize regional performance for management.
Meet and visit service partners to perform process-improvement work, gather and disseminate information, and conduct standard audits and assessments.
Use targeted reporting tools and processes to prioritize actions and on-site field visits.
Provide cross-functional technical support to the authorized network, including ticket support, approvals, system usage, and technical hardware and software support.
Meet the physical requirements referenced in the posting.
Perform other duties as assigned.