Headquartered in Ridgefield Park, N. J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” that push boundaries and defy barriers. The company pushes beyond the l... more details
Position Summary
Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” that push boundaries and defy barriers. The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA’s ENERGY STAR® Corporate Commitment Partner, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices, and operations.
People | Excellence | Change | Integrity | Co-prosperity
Role and Responsibilities
What you'll be doing:
- This person will drive Samsung eCommerce initiatives related to
- Order management, post order customer notifications and self-service (My Orders) – reducing customer contacts and improve online purchasing NPS score
- Customer service operational excellence - help CS agents improve CSAT and reduction in contacts per order
- Innovate and automate various post purchase experience, order management, supply chain and customer service operations to reduce manual overhead and improve customer satisfaction
- Work with product and engineering team in designing product solution, finalizing estimate, budget and plan/prioritize in upcoming roadmap, resolve issues during build and test, and launch product on timely fashion
- Write product specifications and work with UX designers to build the Mocks
- Work with Architect to simplify product feature for technical design solutions
- Prioritize and allocate work based on roadmap and backlog
- Finalize plan, estimate and schedule working with engineering and QA teams
- Work with development and quality assurance engineers to build and ship the features
- Communicate and resolve issues, risks and progress to all the stakeholders
- Monitor and measure launched products and feed learnings back into product development process
- Internalize and deeply understand Samsung’s mission and strategies, as well as the mission and objectives of the eCommerce team
- Distill vision and strategy for the team, get all members of cross-functional team excited
- Be data centric to make informed product direction, whether in the form of competitive intel, customer behavior or other business metrics. Solicit and embrace critical feedback
- Drive innovation, definition, deliverables planning (roadmap) and design of entirely new products and features to deliver against team and company goals
- Drive cross-functional team to set qualitative objectives and quantitative goals
- Drive definition of and execution against product go-to-market plan, including phasing and training
- Clearly communicate product plans, benefits and results, as appropriate, to both internal stakeholders and external stakeholders
- Ability to work and communicate at ease with cross-functional team across the globe
- Has strong technical skills and is proficient in Confluence, JIRA.
Skills and Qualifications:
- Bachelor’s degree in relevant field required; computer science undergraduate degree or relevant engineering degree plus hands-on software engineering and program management experience strongly preferred
- Technical understanding must go from the highest abstractions down to the metal 1
- 12+ years of experience delivering highly successful and innovative consumer Internet products with your fingerprints all over them which you’re extremely proud of what you’ve accomplished
- Having prior experience on the consumer electronics eCommerce space is a huge plus especially in the supply chain management, order management and customer service operations space
- Stellar design instincts and product taste
Characteristics
- A high bar across the board - from your own contributions to the people you work with to the products you work on
- A “leader” personality - biased toward action, great collaborator and master disambiguator/simplifier - constantly pushing toward clarity and delivery
- Grittiness. You never hesitate to roll up your sleeves and tackle something hands-on, you persevere when others fall away
- Finger-tippiness with data: you just go get the data you need with no muss/fuss and can whip it into an insightful story with no help. You know how to leverage data to make decisions without getting stuck in analysis paralysis
A never-ending desire to learn and grow
Candidate should be:
- highly motivated and self-driven
- strong process oriented thinker
- organized, detailed, goal driven, and achievement oriented
- able to critically evaluate and question data and plans
- able to think strategically and tactically
- comfortable with a highly dynamic and changing work environment
- competitive, strong desire to “win”
Skills and Qualifications
The salary range for this role is expected to be between $212,000 and $259,000. Actual pay will be determined considering factors such as relevant skills and experience, and comparison to other employees in the role.
Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/
Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/
Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 6 months), Paid Time Off, Student Loan Program (after 6 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.
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At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.
* Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.
Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process
Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.
