2020 Companies
Samsung Regional Operations Manager
Seattle, WA
Sponsorship not specifiedDetected 2 days ago
ExpressAccount ManagementExcelCustomer SupportZendeskLeadershipCommunicationProblem SolvingMentoringOrganizational SkillsMicrosoft Office
About the role
- Scholarship opportunities for employees and direct family members
- Employees special pricing for multiple clients
- 2020 Companies is now interviewing for a remote Regional Operations Manager representing our client, Samsung Electronics America.
Responsibilities
- Monitoring support queues to shift support, when necessary
- Supporting any cross-functional support lines of business such as Field Team (TOMs, ROMs, and FSS team) to provide additional ticket and technical support to the client's authorized services
- Identify Work Instruction and SOP improvements for the Team where needed and work closely with the clients' internal operations team to create and update those living documents.
- Identify support gaps and formulate processes/plans to address those gaps
- Provide monthly program updates to client's internal operations team including support volume, service level achievement, overall trends and support improvement plan
- Review and optimize ticketing system (Zendesk and/or other) regularly for improved support to partners
Requirements
- 2+ years' lead / supervisor / management experience required
- Experience in coaching and giving timely and relevant feedback to peers or direct reports
- Proven exceptional skills in Microsoft Office Suite including: PowerPoint, Outlook, Word, and Excel (Vlookups, Hlookups, Indexes, Charts, Graphs, Countifs, Sumifs, etc.)
- Ability to express complex processes or concepts in terms that are easy to understand
- Ability to quickly learn technical information and apply it in a fast-paced environment
- Ability to think critically and creatively
- Ability to meet tight deadlines for timely release of materials
- Must be tech-savvy and enjoy working with interactive technology gadgets
- Ability to travel up to 80% of the time
- Must have a comprehensive working knowledge of all partner's service operations - front-of-house and back-of-house of stores
Compensation
- Receive competitive salary, paid weekly
Benefits
- Health/Dental/Vision benefits
- The ROM role is pivotal in ensuring execution aligns Samsung's brand vision is brought to life at assigned locations and you will be tasked with making decisions on behalf of the brand to ensure market success.
Company info
- Industry knowledge is critical
- Critically, the role will help to define, create and implement short, mid, and long-term support plans to ensure both the end user customers' needs and Samsung needs are fulfilled.
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This listing is sourced directly from 2020 Companies's careers page and normalized into a canonical job model.