Job Title: Business Professional - Operations Manager 5
Location: Plano, TX
Job Description: Operations Manager
Schedule: Hybrid (4 in-office, 1 WFH) leading to Fully Onsite in the future
Summary:
The main function of an operations manager is ensuring that the different departments in the company follow through with the plans and devises he/she makes for the business's success.
Responsibilities:
? Direct the activities of the various departments in the company and is concerned with pricing, sales, production and distribution of the company's products.
? Responsible for managing the employees, creating their work schedules and distributing their duties.
? Determine employment requirements as well as interviews and hires prospective employees.
? An operations manager also trains the newly hired employees.
? Manage all the activities that are associated with the production of the products the company offers.
? Responsible for managing the performance of the employees such as sales promotions, coordinating with different division leads, planning the layout and design of the store, and setting the prices and credit terms, as well as identifies goods and services to be sold.
? Supervise the remodeling of current the amenities and represent the company during client meetings and negotiations.
? Handle problems in a calm and collected manner, even when under pressure.
KEY RESPONSIBILITIES/REQUIREMENTS
Role and Responsibilities:
• Help redevelop the entire customer-to-Samsung return process with emphasis on creating a best-in-class customer experience journey.
• Work with business operations leadership on strategic projects that positively impact the metrics and KPIs used to monitor the health of the program.
• Evaluate logistics and shipping partners' performance and work with internal teams to create improvement plans to address any identified gaps.
• Create processes around driving recovery sales through processing returns inventory and strategic disposition into the secondary market for maximum revenue recovery.
• Design processes and publish SOPs to manage delivery exceptions for lost in transit, unexpected units, and any other exceptions of returned goods.
• Track defects and develop full reconciliation of open returns to understand root cause.
• Help manage a diverse group of vendor partners that are vital to the success of the returns program, including but not limited to contract reviews, SLA adherence, budgeting, cost analysis, and bidding.
• Partner with customer service team to understand consumer pain points and work on initiatives to improve the customer experience.
• Monitor and take action on exception reporting and understand measurements of KPI's for lead times, shipping time, backorders, shipping exceptions to track progress towards operational goals for direct eCommerce business and work on initiatives to improve KPIs.
Skills and Qualifications:
• Bachelor's degree preferred.
• 4+ years relevant experience in fulfillment or eCommerce business operations.
• Six Sigma experience preferred.
• Experience with high volume direct to consumer ecommerce fulfillment or returns illustrating process and KPI improvements to scale growth.
• Experience in returns or reverse logistics is a strong advantage.
• Experience using Microsoft PC software including extensive use of Excel spreadsheets, Word, Access, and SAP business system, or similar sales order management software application.
