Customer Experience Operations Manager Jobs in Ontario

Position Summary

At Samsung Electronics Canada, we take pride in the creativity and diversity of our talented people - they are at the forefront of everything we do. Their skillset and mindset drive our continued success. We want the best of the best at Samsung to join our team, not just those who fit into our Culture but those who will ADD to our Culture and make Samsung an even better place to work.
Did we catch your attention yet?
If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in Canada...and have a ton of fun.... then please keep reading!
Our Perks:
Fantastic employee discount on all Samsung products
Competitive Salary
Employer paid Medical and Dental coverage from day one
Group RRSP plan that helps you save for the future
Free on-site gym to get your sweat on
Subsidized Cafeteria; including free Starbucks coffee/latte machine
4-day in-office work schedule Monday through Thursday - with Friday remaining a flex day to work remotely
Access of Samsung U for 24/7 online learning
Employee Referral program- we want great talent like you!
Additional Well Being Days for better work life-balance!
Position Summary:
The Senior Manager, Digital Product (Customer Experience - Cx & Operations) will be responsible for defining and driving the development of enhancements and initiatives that optimize and simplify the purchase experience for the customer, both from a CEJ & PPX perspective for both online & SES (omnichannel). This includes system enhancements to improve operational efficiencies, as well as automating manual processes. The role will be responsible for building their product roadmap, prioritizing, and overseeing/supporting on the execution of defined initiatives in a timely manner. Furthermore, this role will be accountable for overseeing a team of Hybris specialists, ensuring that system/order issues are resolved quickly, while focusing on ways to reduce the number of issues that occur, as well as ensuring that pricing, promotions, and other configurations are correctly setup in Hybris for a flawless purchase experience. This team will also support in driving operational enhancements set out in the product roadmap.
This role is an expert across all elements of end-to-end operational flow for online & SES, delivering operational excellence in the form of automation and digitization to create efficiency and effectiveness of operational excellency as well as responsible for backend (Hybris/ERP/RQ) digital products and new omni-channel process development. They will act as an SME of the overall platforms and their associated systems in order to provide a holistic view when defining the impact, scope, requirements, and deliverables of system enhancements to ensure efficient execution, keeping the optimal customer experience & operational excellence at the forefront.

Role and Responsibilities

Essential Duties and Responsibilities:

Product Management

• Create and own the Cx & Operations product roadmap, aligning with the vision and strategy of the business, focusing on features that drive business strategy, improve customer experience, and support in the optimization of operational processes, for both online & SES
• Lead the ongoing review of the Cx & Operations product roadmap to identify new opportunities and re-prioritize as needed based on shifting business & operational strategy, global projects, newly available functionality (quick-wins), analytics, and customer feedback
• Oversee the performance of implemented features and work with platform team and impacted stakeholders to identify opportunities for improvement with regular checkpoints
• Seek out opportunities to improve agility in delivering platform features by leveraging pre-existing/configurable functionality, global initiatives, scalable opportunity, and redefining how new features are approached with development partner
• Work with team members to define KPIs and ROI for implemented features & monitor performance once implemented
• Serve as the overall Cx & order management, and operational process SME
• Build relationships and work cross-functionally to share best practices, ensure clear objectives/R&R, manage escalations/risk mitigation, and obtain support when needed
• Accountable for lifecycle of products, including EOL/decommissioning of platform features
• Ensure user stories, process flows, and business requirements are clearly documented to minimize ambiguity in expectations and re-work
• Define project schedule for each feature that is being built with the necessary documentation (based on project size and scope)
• Ensure testing scope, execution, and documentation of test results are completed thoroughly
• Proactively communicate to CS team and impacted stakeholders, providing training in a timely manner prior to new features launching
• Contribute to exec presentations & MP planning, as needed
• Support on & prioritize NPS initiatives where appropriate

Production Management

• Responsible for ensuring overall health of Hybris/NERP (OMS) production environment and timely resolution of issues and understanding root cause
• Support and monitor omnichannel platforms and APIs
• Identify opportunities to improve production/OMS process to reduce manual effort
• Optimize self-serve capability (for agent and customer) to reduce need for third party support
• Oversee configuration of pricing, promos, delivery modes, etc. to ensure setup is correct
• Act as primary point of escalation for production issues
• Report on production issue status & prepare documentation when required

People Management

• As MSP Manager, support MSP's as needed:
  • Escalations (to/from partners, HQ, internal to SECA)
  • Monitor progress on initiatives
  • Align on priorities/work assignment
  • Ensure they have what is required to be successful in their roles

Skills and Qualifications

Requirements:

Education:

• Bachelor's degree in Business/Marketing or related field

Knowledge:

• Strong analytical, negotiating and prioritization management skills
• Passionate about building great products and solving customer and business problems
• Purpose and results-driven while being adaptable and flexible
• Strategic thinking/ business knowledge: natural business acumen
• Ability to see the big picture
• High level of integrity and dependability with a strong sense of urgency and results-oriented
• Strong MS office skills in Excel, Word, PowerPoint and proficiency Possess exceptional organizational skills and attention to detail while having Sense of curiosity & urgency
• Highly developed communication & interpersonal skills, able to build relationships and interact comfortably with a wide range of levels in the organization: from senior executives to support staff within and outside of the company
• Self-motivated and able to work with limited supervision
• Versatile in multi-tasking
• Strong analytical and planning skills
• Proven ability to function effectively in a team environment.
• Ability to travel overseas
• Able to work extended hours and weekends when required
• Demonstrated people management skills

Experience:

• 5+ years' of digital product management experience, preferably in the technology, retail or cpg industry
• Experience launching new digital products & operational improvements
• Extensive experience with SAP Hybris & NERP
• People management (team of 2-3 min)

The salary range for this role is expected to be between $120,000 to $165,000. Actual pay will be determined based on a number of factors and may vary depending on job-related knowledge, competencies, qualifications, relevant skills and experience. This posting is for a current job vacancy.

The total rewards package for a Regular Full-Time employee may include savings matching (RRSP/TFSA/NRSP), extended health and dental benefits with spending accounts, wellness and well-being benefits, development opportunities, and other employee perks.

Samsung is an equal employment opportunity employer.

Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.

We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.

Please note that we reserve the right to remove or modify job postings at any time.

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