Senior Manager, Trade-In Operations

Samsung Electronics America; Plano (TX); Sur place; USD 170 000 - 230 000; Plein temps

Avantages offerts par ce poste

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Tuition Assistance

Paid Time Off

Résumé du poste

Samsung Electronics America is seeking a Senior Manager, Trade-In Operations to own the end-to-end trade-in lifecycle across the Samsung.com platform. You will oversee label generation, device intake, grading, payout, and reporting, while managing 3PL relationships and driving cost efficiency.

You will partner with Finance, IT, and Customer Service to forecast budgets, improve NPS, and implement scalable processes.

Qualifications

• Bachelor's degree in a STEM field or related discipline.
• Experience leading trade-in/recommerce or reverse logistics operations.
• Proven ability to build budgets, forecasts, and performance reporting.
• Strong analytical skills with hands-on Excel and BI/reporting tools incl. Tableau.
• Experience leading cross-functional initiatives spanning operations, customer service, finance, and IT.
• People leadership experience building high-performing teams.

Responsabilités

• Own end-to-end trade-in process flow from label generation to final payout/credit.
• Manage day-to-day relationship with 3PLs and warehouse partners with SLA accountability.
• Build and own annual operating budget for the Trade-In program; develop volume and cost forecasts.
• Collaborate with Customer Service to improve NPS and customer satisfaction; drive issue remediation.
• Lead analytics and monthly/quarterly reporting; develop dashboards for leadership visibility.

Connaissances

Trade-In Operations

3PL Management

Budgeting & Forecasting

NPS Improvement

Data Analytics

Formation

Bachelor's degree in STEM, Operations, or related field

Outils

Excel

Tableau/BI Tools

Power BI

Description du poste

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

About the Role Samsung.com Direct to Consumer (D2C) is the digital storefront where customers buy, finance, and trade in their devices every year. The Trade-In program is a core driver of conversion, loyalty, and sustainability for Mobile Experience (MX) — and it depends on flawless operational execution behind the scenes. We are looking for a Senior Manager, Trade-In Operations to own the end-to-end trade-in lifecycle: from label generation and device intake, through third-party warehouse processing, to final grading, payout, and reporting. This leader will manage the relationship with our 3rd-party logistics (3PL) and processing partners, build and own the financial forecast and budget for the Trade-In business, partner with Customer Service to protect and improve NPS, and lead the analytics, reporting, and continuous‑improvement work that keeps the program running at scale. This is a highly cross‑functional, high-visibility role that sits at the intersection of operations, finance, customer experience, and technology.

Key Responsibilities

• End-to-End Trade-In Process Ownership Own the complete trade-in process flow on samsung.com — from shipping-label generation and device intake through inspection, grading, processing, and final customer payout/credit. Serve as the single point of accountability for trade-in operations performance, process documentation, and SOPs across all channels and device categories (mobile, tablet, wearable). Identify breakpoints across the end-to-end flow and drive root-cause resolution with the appropriate internal and external teams.
• Third-Party & Warehouse Operations Management Manage the day-to-day relationship with 3rd-party trade-in processing vendors, holding partners accountable to SLAs for intake speed, grading accuracy, turnaround time, and quality. Oversee end-to-end warehouse operations performed by 3PL partners, including capacity planning, throughput monitoring, and escalation management during peak volume periods (new device launches, promotions, holiday). Conduct regular business reviews and site/process audits with partners to ensure contractual and operational compliance.
• Financial Planning, Budgeting & Forecasting Build and own the annual operating budget for the Trade-In program, including processing costs, vendor fees, and shrinkage/write-off assumptions. Develop weekly and monthly trade-in volume and cost forecasts in partnership with the Category and Business Planning teams, and drive performance to those targets. Track variance against budget and forecast, and present financial and operational performance updates to senior leadership.
• Customer Experience & NPS Partner closely with Customer Service leadership to review trade-in-related complaints, feedback, and escalations, and translate them into operational fixes. Own initiatives that directly improve Net Promoter Score (NPS) and customer satisfaction tied to the trade-in experience, from label delivery through final payout. Lead order remediation efforts for trade-in issues (lost devices, grading disputes, payout discrepancies, delayed processing), ensuring timely and fair resolution for customers.
• Analytics & Reporting Conduct detailed, recurring analysis of trade-in volumes, cycle times, grading accuracy, cost per unit, and vendor performance to identify trends and opportunities. Own month-end reporting for the Trade-In program, delivering clear, data-driven summaries of operational and financial performance to senior stakeholders. Build dashboards and recurring reporting cadences that give leadership real-time visibility into program health. Lead financial reporting and analysis for a complex trade-in program

Technology, Enhancements & Continuous Improvement

• Partner with IT and engineering teams to triage, prioritize, and resolve defects impacting the trade-in flow on samsung.com and connected systems. Lead the roadmap of enhancements that improve trade-in operations — reducing cycle time, improving grading accuracy, automating manual steps, and improving the customer-facing experience. Stay current on industry trends in trade-in, reverse logistics, and device recommerce, and bring forward recommendations for new tools, technologies, or process models.

Leadership & Cross-Functional Collaboration

• Lead, mentor, and develop a team of operations professionals, fostering a culture of accountability, collaboration, and continuous improvement. Set and track departmental KPIs, holding the team and vendor partners accountable to measurable outcomes. Build and maintain strong working relationships with Category Management, Business Planning, Finance, Customer Service, IT, and external vendor/partner stakeholders. Ensure all trade-in operations comply with company policy, data-privacy requirements, and applicable industry regulations.

Required Qualifications

• Bachelor's degree in a STEM field, Supply Chain Management, Operations Management, or a related discipline.
• 8-12 years of progressive experience in operations, supply chain, reverse logistics, trade-in/recommerce, or e-commerce fulfillment, including experience managing 3rd-party vendors or warehouse operations.
• Proven experience building and owning budgets, forecasts, and financial performance reporting for an operational program.
• Strong analytical skills with hands‑on experience in Excel and BI/reporting tools (e.g., Tableau).
• Demonstrated experience leading cross-functional initiatives spanning operations, customer service, finance, and technology/IT.
• People leadership experience, with a track record of building and developing high-performing teams.
• Excellent communication and executive presentation skills, with the ability to translate complex operational data into clear business recommendations.

Preferred Qualifications

• MBA or Master's degree in Industrial/Operations Management, Supply Chain, or a related field.
• Experience in consumer electronics, mobile devices, or direct-to-consumer (D2C) e-commerce environments.
• Prior experience with trade-in, device buyback, or asset recovery/recommerce programs specifically.
• Experience partnering directly with IT/engineering teams on defect resolution and platform enhancements.

Skills and Qualifications Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/

Benefits @ 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.

• 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
• Many more

To ensure a fair and transparent recruitment process, please do not use GenAI tools during your interview unless explicitly permitted; failure to adhere to these guidelines may result in disqualification from the recruitment process.

Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page.

Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, and network systems, and the entire semiconductor industry with our memory, system LSI, foundry, and LED solutions. Samsung is also leading in the development of the Internet of Things through, among others, our Smart Home and Digital Health initiatives. Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth.