Senior Manager - Retail Operations & Field Communications

Position Summary

This role is not eligible for immigration sponsorship.

Headquartered in Plano, TX, Samsung Electronics America (SEA) is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. Across each of these areas, our work drives innovation, economic growth and workforce opportunity in the United States.

For nearly five decades, Samsung has been at the forefront of technological advancements, investing over $100 billion and creating more than 20,000 jobs nationwide. Our mission? To integrate cutting-edge products, services, and AI technology to deliver smarter, sustainable, and more connected experiences that empower people to live better.

As a wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA offers opportunities to work alongside global visionary thinkers and innovators who are passionate about making a difference. Explore the exciting opportunities at Samsung Electronics America and discover how you can make an impact.

To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.

Role and Responsibilities

Division Overview

The Samsung Electronics America Retail Division is a growing and best-in-class organization within Samsung worldwide. We continue to challenge the existing retail models and processes to make this team the home for talented, driven, and creative professionals, who want to be on the front lines of consumer electronics sales. Our team relishes the opportunity to push Samsung’s retail capabilities to be the new paradigm for consumer engagement.  With our partnerships with the top consumer electronics retailers and its own experiential sites, the SEA Retail Division is delivering a consumer experience to maximize both sales and consumer satisfaction. 

If you are an individual who looks forward to finding opportunity in the challenges of building the best and most effective retail experience, then Samsung Electronics America’s Retail Division has a fulfilling home and work family for you.

Role & Responsibilities

In this role, the Sr. Manager directs asset allocation, systems activation and administration, onboarding/offboarding of field associates in partnership with a third-party vendor, while also owning the field-facing communications strategy — including communication rhythms, templates, and executive reporting — that keeps the field informed, aligned, and focused on driving sell-out.

The Sr. Manager sets policy and standard operating procedures, leads and develops a team of managers, specialists, and coordinators, and drives cross-functional alignment on process, communications, and partner operations changes. This role owns planning and execution for new initiative rollouts, sets and reports against key performance indicators, and provides executive-level updates. The Sr. Manager also partners closely with the Director of Retail Partner Operations, proactively surfacing field and vendor insights to drive actionable pivots and inform strategy for future initiatives.

Success in this role requires strategic thinking balanced with hands-on execution, and strong stakeholder management across Field, Retail Channel Management, GTM, Strategy, Merchandising, Design, Technology, Logistics, Marketing, Service, HR, and Finance teams at both Global and North American levels.

Skills and Qualifications

Position Objective

Retail Field Operations

• Own and lead the onboarding/offboarding program for all field associates, directing a team of vendor partners across administrative management, systems provisioning, field tools, and reporting, and holding teams accountable to service-level targets.
• Manage user access administration and VOC issue resolution for field sales platforms (MCS, FedEx DeskNet, etc.), serving as the initial escalation point to ensure day-to-day platform support and user alignment.
• Lead the design, implementation, and rollout of operational processes and tools to support field teams; manage operating budgets, resource plans, vendor contracts, and spend to deliver against service-level targets and KPIs; and define and drive the strategic roadmap for process improvements, reporting on milestones and accountability to ensure alignment with organizational goals.
• Partner with the Director of Retail Partner Operations to support flawless execution of go-to-market plans, facilitating cross-functional, end-to-end alignment at key program checkpoints and building repeatable, stable, and intuitive processes for field and partner teams.
• Author and own the Standard Operating Procedure (SOP) library for all field processes, establishing document governance standards and retention policy, and partnering with the training team to develop process training curriculum for the Field Execution team.
• Support cross-functional store list governance, partnering with internal stakeholders and field leadership to ensure monthly updates are accurate and delivered on time.
• Support planning and execution of field events, directing invitations and communications, project tracking, and on-site operational execution.
• Lead the Retail Field Team's operational function to achieve business objectives and deliver exceptional customer service by resolving escalated issues in a timely and professional manner.
• Act as a bridge between field/marketplace intelligence and the broader business, surfacing on-the-ground field and partner insights to inform business decisions while communicating business-unit strategy and priorities back to the field.

Retail Field Communications

• Serve as the central point of communication between corporate and the retail field team, creating, developing, and proactively delivering communication and information to the field on a daily basis.
• Develop and execute an executive communications strategy for field operations, ensuring consistent, accurate, and timely messaging across process execution, scheduling, partner operations, and performance reporting, including polished graphic storytelling presentations and executive-level updates.
• Own design of communication drafts, templates, and communication rhythms; govern field surveys, calendars, scheduling, and communication/system tools; streamline field communication tools to improve efficiency.
• Project-manage field system/tool VOCs and updates based on field feedback, evaluating effectiveness through communication and field-tool metrics, and demonstrating business impact to secure stakeholder buy-in.
• Act as a fierce advocate for the field team, driving communication, knowledge, and information into everything the team does so the field can focus on driving sell-out rather than navigating inefficient tools or processes.
• Translate complex, detailed, and quickly changing information into succinct, easy-to-understand communications for Samsung's retail leadership team and executive stakeholders.

Leadership & Team Management

• Coach, develop, and manage the performance of direct reports setting goals, cultivating a collaborative team environment, and providing ongoing feedback.
• Create and manage tasks and project plans while adhering to deadlines, demonstrating the ability to organize and prioritize effectively across field and partner operations and communications workstreams simultaneously.
• Drive and improve business cadence (planning, scheduling, communication), setting and improving processes, and monitoring execution to drive accountability and visibility of progress against goals and objectives.

Decision-Making, Judgment & Communication

• Demonstrate the ability to drive clarity amid ambiguity; identify and implement solutions independently as a resourceful self-learner.
• Apply critical thinking and innovative, data-informed problem-solving skills; deliver quality work with minimal instruction.
• Build strong working relationships across a broad set of stakeholder groups; work effectively within a matrix organization at all levels, including Executive Leadership.
• Communicate and present effectively to all levels of the organization, with strong influencing skills and the ability to negotiate and network within and outside the organization.
• Maintain a constant team-player attitude and high degree of professionalism, personal responsibility, and accountability.

Minimum Qualifications

• Bachelor's degree in Business Management, Communications, or a related field, or equivalent combination of education and experience.
• Minimum 5+ years of progressive experience in retail operations, retail communications, and/or partner/vendor operations, including at least 2 years in a people-leadership capacity.
• Demonstrated experience working with third-party vendors/3PLs and corporate operations teams.
• Experience executing change management initiatives using established approaches, and driving process standardization across large, distributed field organizations.
• Strong cross-functional collaboration skills, with proven ability to lead project work within a large, dynamic, matrixed team and drive end-to-end planning.
• Outstanding written and verbal communication skills, including experience developing executive-level presentations and storytelling with data.
• Strong attention to detail, time management, and organizational skills, with the ability to maintain accurate records, reports, and SOP documentation.
• Strong analytical and problem-solving skills with the ability to prioritize and manage multiple projects simultaneously.
• Ability to move at the pace of retail, operate effectively amid ambiguity and constant change, and exercise sound judgment under pressure.
• High proficiency in Microsoft Office Suite (Word, Excel, PowerPoint); experience with field communication/collaboration platforms is a plus.
• Ability to travel approximately 10-20% of the time.

Preferred Qualifications

•  Previous experience managing retail/field operations and/or communications, partner or vendor (3PL) operations, sales-driving initiatives, and/or field sales programs at scale.
• Proven expertise building, standardizing, and governing processes across large, distributed field organizations, with measurable results through streamlined workflows and operational efficiency.
• Experience managing or influencing operating budgets, vendor contracts, and KPI reporting in a retail or field-operations environment.
• Familiarity with go-to-market planning and execution, and experience acting as a bridge between field/marketplace intelligence and business-unit strategy.
• Experience partnering with vendors and third-party partners, as well as with Field, Retail Channel Management, GTM, Strategy, Merchandising, Design, Technology, Logistics, Marketing, Service, HR, and Finance teams at both Global and North American levels.

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.

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Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

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