Return Program Manager - eCommerce
Return Program Manager - eCommerce
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Job Description
Position Summary
Headquartered in Ridgefield Park N.J. Samsung Electronics America Inc. (SEA) is a leader in mobile technologies consumer electronics home appliances and enterprise solutions. The company pushes beyond the limits of todays technology to provide groundbreaking connected experiences across its large portfolio of products and services including mobile devices home appliances home entertainment 5G networks and digital displays. As an eleventime winner of EPAs ENERGY STAR Partner of the Year Award for Sustained Excellence SEA is dedicated to making a positive impact on the environment through its ecoconscious products practices and operations.People Excellence Change Integrity Coprosperity
Role and Responsibilities
- Work closely with the leaders of the eCommerce Customer Service & Fulfillment teams to identify plan organize and drive projects to improve the customer experience.
- Deliver completed projects within a defined scope schedule cost and quality that decrease customerrequested returns.
- Meet with CS Agents to understand customer and agent opportunities while driving return policy adherence.
- Measure the impact of new and existing return reduction initiatives to ensure targets were met; and report out on impact to overall return rates.
- Utilize data to identify quantify and create visibility around customerimpacting issues that result in higher contact volume increased returns or negative customer experiences.
- Provide product and program insights from Customer Service and Returns data to business partners with actionable feedback to improve our offerings.
- Coordinate with internal and external resources to provide daytoday contact on project progress status and changes to ensure projects remain within scope schedule and defined budgets.
- Establish and maintain processes to manage scope set quality & performance standards and assess risk across multiple projects.
Skills and Qualifications
Minimum Qualifications
- Bachelors degree and 8 years of project management experience managing various digital technologyrelated projects
- Handson experience with project tracking and collaboration enabling programs PMP certified preferred
- Demonstrates strong problemsolving skills and has excellent written and verbal communication skills
- Capable of focusing on continuous improvement in project delivery
- Demonstrates strong ability to lead through influence
- Proven success working with all levels of management
- Strong attention to deadlines and budgetary guidelines
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At Samsung we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities inspiring our talent to be their true selves. Together we are building a better tomorrow for our customers partners and communities.
* Samsung Electronics America Inc. and its subsidiaries are committed to employing a diverse workforce and provide Equal Employment Opportunity for all individuals regardless of race color religion gender age national origin marital status sexual orientation gender identity status as a protected veteran genetic information status as a qualified individual with a disability or any other characteristic protected by law.
Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process
Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application you have a disability and require a reasonable accommodation in order to participate in the application process please contact our Reasonable Accommodation Teamor for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.
Required Experience:
Manager
Employment Type
Full-Time
