Service Operations Manager
On-sitePlano, Texas, United States
Job Summary
Monitor, investigate, and report on in-field performance for assigned Samsung Appliance and Television service centers. Build relationships with Authorized Service Centers and Branded Engineers while managing regional KPIs and developing action plans with root cause analysis. Compile accurate data to create technical, operational, and strategic reports delivered on time, then escalate operational issues to head office management. Conduct on-site visits, survey partners, and research solutions to prioritize field actions. Present regular updates to senior leadership on business status and project ROI, providing feedback to branch managers and field teams. Travel up to 20% domestically to support service partners and attend business, trade, and road shows as required.
Required Qualifications
- Must be able to travel up to 20% domestically
- Experience gathering reports, KPI's and providing data analytics around the performance of our service partners
- Experience and must be comfortable presenting regular updates to senior Leadership on status of business and/or projects
- Experience & analytical capabilities to understand operational impact to customers, business, P&L and speak to and demonstrate proposed plan ROI
- Direct Report and Independent Contractor Management Experience
- Advanced Microsoft Excel, Power Point, & Word skills
- Ability to analyze large data sets to arrive at actionable conclusions
- Adapting the leadership style most appropriate for each solution
- Ability to communicate with both internal and external customers
- Ability to both take strategic direction and deliver direction to team for action
Desired Qualifications
- Bachelor's Degree or Associates Degree preferred
- 6+ Years of In-Home Appliance and/or Television service or other In-Home Consumer Electronics industry related management experience preferred
- Experience and ability to identify gaps in procedures, policies and/or processes and create/manage improvement plans
- Thinking in a disciplined, strategic, analytical, and logical manner
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.