Sr. Manager Process Innovation and Operation Support

Position Summary
Role and Responsibilities
_Sr. Manager Process Innovation and Operation Support_
The primary objective of this position is to support North America HQ?s Customer Service Business Innovation activities including Business process enhancement, Information Technology Management, Policy and Procedure Management
In order to achieve higher business performance and synergy among NAHQ subsidiaries, this position is expected to maintain the effective communication with North America subsidiaries, Korea HQ and SDS America regarding Business Innovation activities.
ESSENTIAL DUTIES & RESPONSIBILITIES: State the major activities and job results for which the position is responsible.
Duties & Responsibilities
- Lead the North America subsidiaries? innovation tasks and coordinate execution with NAHQ subsidiaries and SEC Korea HQ
- Create strategies and develop short-term and long-term solutions to lead CS (Customer Service) innovation
- Manage governance and policy for processes and systems, and improve procedures for project execution and system support
- Analyze business issues or new demands and propose operational changes and business solutions
- Lead communication with cross functional stakeholders and senior leadership
- Develop and manage target goals and KPI metrics for innovation tasks, and analyze costs and business benefits
- Execute process innovation tasks for Customer Service including operational evaluation and change management
- Lead business data analysis and modeling for continuous improvement on CS operations
Performance Standards
- Deliver project plans and optimum solutions on time
- Complete task/project on-time
- Deliver quantitative task/project outcomes
- Enhance business operations
- Enhance management of KPIs
- Lead successful change management
REQUIRED KNOWLEDGE, EDUCATION AND/OR EXPERIENCE: List the special skills, technical knowledge, certification, experience or education a person would need to assume this position.
- Bachelor?s Degree in Business Administration, Information System, Industrial Engineering or other related engineering fields, MBA a plus but not required
Experience & Knowledge
- 10+ years of experience in process management and/or business analysis
- Experience with business process design/improvement, including root cause analysis, documenting workflows and developing recommendations
- Knowledge of performance improvement principles, tools and techniques
- Experience in facilitating and managing engagement and organizational change issues
- Knowledge of new process and systems design
- Systems familiarity (ERP: SAP, CRM, Salesforce)
- Consulting firm or internal consulting and/or corporate strategy experience a plus
- Six Sigma experience a plus
Required Skills
- Excellent verbal and written communication skills
- Client service driven with excellent relationship management skills
- Ability to effectively engage with and present to all levels of management
- Ability to facilitate collaboration with diverse groups
- Team oriented, but able to work independently and manage multiple tasks
- Self-directed and results-oriented
- Skilled in use of Microsoft Office, including Excel, PowerPoint and Word
- Proficiency in Korean is recommended for communication with Korean headquarters
MAJOR CONTACTS: Identify other departments for people that have a direct impact on position. Describe the nature of contacts with them.
- Customer Service Divisions in North America
- SDSA IT maintenance and project management teams
- Corporate Information Strategy Team (IT Management and GERP)
- Customer Service and Environmental Center (CS Center in Korea HQ)
Samsung Electronics America provides 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.
Skills and Qualifications
? Has a wide range of experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways
? Works on complex issues where analyzing situations or data requires an in-depth evaluation of variables. Exercises judgement in selecting methods, techniques and evaluation criteria to obtain results. Determines methods and procedures on new assignments and coordinates other's tasks
? May manage a group such as coordinating activities regarding costs, methods and staffing
? Typically requires at least 8 years of related experience and a Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years
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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. To discover more, please visit our official newsroom at ( https://news.samsung.com/global/ ).

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