Senior Trade-In Operations Leader

Samsung Electronics; Plano (TX); On-site; USD 170,000 - 230,000; Full time

Job summary

Samsung Electronics America, based in Plano, TX, seeks a Senior Manager of Trade‑In Operations to own end‑to‑end trade‑in lifecycle, manage 3PL partners, and drive financial forecasts and reporting. This role collaborates across operations, finance, CX, and IT to scale the program and improve NPS.

The position oversees budgeting, vendor management, and cross‑functional initiatives, with a strong emphasis on process improvement and data-driven decisions.

Qualifications

• Bachelor’s degree in STEM, Supply Chain, Operations Management, or 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.
• 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.

Responsibilities

• 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.
• 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.
• Conduct regular business reviews and site/process audits with partners to ensure contractual and operational compliance.
• 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.
• 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.
• 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
• 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.
• 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.

Skills

Strong analytical skills

Excellent communication and executive

People leadership experience

Cross-functional initiatives

Education

Bachelor’s degree in STEM, Supply Chain, Operations Management, or related discipline

MBA or Master’s in Industrial/Operations Management, Supply Chain, or related field

Tools

Excel

Tableau

BI/Reporting tools

Job description

Samsung Electronics America, based in Plano, TX, seeks a Senior Manager of Trade‑In Operations to own end‑to‑end trade‑in lifecycle, manage 3PL partners, and drive financial forecasts and reporting. This role collaborates across operations, finance, CX, and IT to scale the program and improve NPS.

The position oversees budgeting, vendor management, and cross‑functional initiatives, with a strong emphasis on process improvement and data-driven decisions.