Samsung Regional Operations Manager

2020 Companies, Inc.; Sacramento (CA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Paid weekly

Remote work

Health/Dental/Vision benefits

401(k) with matching

Paid Time Off and Paid Holidays

Employee Assistance Program

Leadership Development Program

Scholarship opportunities for employés

Special pricing for multiple clients

Job summary

Samsung Electronics America is seeking a Regional Operations Manager (ROM) to manage technical standards at authorized service locations, define support plans, and ensure execution aligns with brand vision.

You will investigate escalations, monitor queues, plan with global requirements, and oversee quarterly on-site visits while onboarding new FSAs and delivering ongoing reports. The role demands strong leadership, communication, and comfort with travel up to 80%.

Qualifications

• 2+ years of lead/supervisor/management experience.
• Experience coaching and giving timely feedback.
• Proficiency in Microsoft Office Suite (PowerPoint, Outlook, Word, Excel with advanced functions).
• Strong written and verbal communication skills.
• Ability to explain complex processes in simple terms.

Responsibilities

• Investigate escalations and maintain relationships with service locations.
• Monitor support queues and shift resources as needed.
• Support cross-functional lines of business: Field Team (TOMs, ROMs, FSS).
• Plan in adherence to global requirements and any changes.
• Identify work instruction and SOP improvements.
• Analyze KPI performance to identify trends, corrective actions, and under-performing agents.
• Provide monthly program updates, including support volume and service level.
• Optimize ticketing system (Zendesk or other).
• Engage in professional feedback with internal leadership and Field Team.
• Conduct at least two quarterly on-site visits.
• On-board new FSAs in alignment with training.
• Compile, edit, and deliver technical and operational reports.
• Support technical, procedural, and communication areas for service partners.

Skills

Leadership

Coaching/feedback

MS Office advanced

Communication

Process documentation

Travel 80%

Tools

Zendesk

Job description

Job Type: Regular

Location: Sacramento, CA 95823

Overview

Samsung Electronics America is seeking a Regional Operations Manager (ROM) to manage technical standards at authorized service locations, define support plans, and ensure execution aligns with brand vision.

Responsibilities

• Investigate escalations and maintain relationships with service locations.
• Monitor support queues and shift resources as needed.
• Support cross‑functional lines of business: Field Team (TOMs, ROMs, FSS).
• Plan in adherence to global requirements and any changes.
• Identify work instruction and SOP improvements.
• Analyze KPI performance to identify trends, corrective actions, and under‑performing agents.
• Provide monthly program updates, including support volume and service level.
• Optimize ticketing system (Zendesk or other).
• Engage in professional feedback with internal leadership and Field Team.
• Conduct at least two quarterly on‑site visits.
• On‑board new FSAs in alignment with training.
• Compile, edit, and deliver technical and operational reports.
• Support technical, procedural, and communication areas for service partners.
• Maintain ability to lift up to 25 lbs and perform general office tasks.

Qualifications

• 2+ years of lead/supervisor/management experience.
• Experience coaching and giving timely feedback.
• Proficiency in Microsoft Office Suite (PowerPoint, Outlook, Word, Excel with advanced functions).
• Strong written and verbal communication skills.
• Ability to explain complex processes in simple terms.
• Capability to read requirement documents and engineering specs.
• Quick learner of technical information in fast‑paced environments.
• Team oriented, self‑directed, results‑oriented.
• Strong problem‑solving and organizational skills.
• Ability to meet tight deadlines.
• Tech‑savvy, enjoys interactive technology gadgets.
• Willingness to travel up to 80% of the time.

Benefits

• Competitive salary.
• Paid weekly.
• Remote work.
• Health/Dental/Vision benefits.
• 401(k) with matching.
• Paid Time Off and Paid Holidays.
• Employee Assistance Program.
• Leadership Development Program.
• Scholarship opportunities for employees and family.
• Special pricing for multiple clients.

Equal Opportunity Employer

2020 Companies is committed to creating a diverse and inclusive organization and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.