Senior Manager, Trade-In Operations

Samsung; Plano (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

Samsung Electronics America, headquartered in Plano, TX, is seeking a Senior Manager, Trade-In Operations to own the end-to-end trade-in lifecycle on samsung.com. This role partners with 3PLs, drives forecasting and budgeting, and coordinates with Customer Service to protect NPS while scaling the program.

You will lead analytics, reporting, and continuous improvement across operations, finance, and technology, ensuring timely payouts, accurate grading, and strong vendor management to support

Responsibilities

• End-to-End Trade-In Process Ownership: own shipping-label generation, device intake, inspection, grading, processing, and final payout/credit.
• Third-Party & Warehouse Operations Management: manage 3PL vendors, SLA adherence, and warehouse operations during peak periods.
• Financial Planning, Budgeting & Forecasting: build the annual budget and forecast trade-in volumes and costs.
• Customer Experience & NPS: collaborate with Customer Service to review complaints and improve Net Promoter Score.
• Analytics & Reporting: conduct analysis of volumes, cycle times, costs, and vendor performance; own month-end reporting.
• Technology, Enhancements & Continuous Improvement: partner with IT/engineering to triage defects in the trade-in flow.

Job description

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