Regional Operations Manager

2020 Companies

Job Description





2020 Companies has immediate full-time technical jobs representing our client, Samsung Electronics America.


The Regional Operations Manager - Care role is responsible for managing Samsung authorized service locations in a predefined geographical territory. This role offers consistent support to these servicers ensuring end user customers’ needs are fulfilled.


A Day in the Life as a ROM - Care Includes:

  • Store assessments
  • In-depth report on front of house, back of house, branding, inventory management
  • Customer interactions
  • Investigating escalations
  • Establish and maintain relationship with service locations to enhance overall operations of the program
  • support any cross-functional support lines of business such as Field Service Support (Tech Support)
  • provide additional ticket and technical support to Samsung authorized servicers
  • Account management
  • Network management

What's in it for you?

  • Receive competitive salary, paid weekly
  • Next day pay on-demand with DailyPay
  • Health/Dental/Vision Insurance
  • 401K Program
  • Paid Time Off
  • Paid Holidays

Job Description

  • Fully engaged in assigned region, having a comprehensive working knowledge of their service operations - front-of-house and back-of-house assessment of stores, identifying process and operational strengths and opportunities, and action item follow up to ensure each store operates within clients authorized repair guidelines.
  • Establish and maintain strong relationship with service locations to perpetuate operational efficiency, industry and marketplace read outs, and recommending improvement to management.
  • Supports assigned regions with relevant training and coaching in specific product lines, administrative and service processes and per-location productivity management. Engages in professional feedback, development plans and corrective actions at a technician, store, and regional level.
  • Ensures service partners are fully supported in all technical, procedural, and communication areas of the business. Conducts regular on-site visits to ensure operational excellence.
  • Responsible for on-boarding new service locations, new major service product releases and any applicable field-management changes within designated regions.
  • Compile, edit, and gather accurate data and information to develop technical and operational reports, assuring they are legible and delivered on time. Must have the ability to speak and summarize on a high level of their own respective region to management.
  • Manages regional performance by assisting service centers in achieving and maintaining Key Performance Indicators (KPIs). When needed or requested, develops/implements action plans for improvements, with clear root cause analysis, reporting and follow up.
  • Regular meetings and on-site visits with service partners to perform process improvement tasks, gather, disseminate information, and perform standard audits and assessments.
  • Use targeted reporting tools and processes to prioritize actions and field on-site visits.
  • Provide additional cross-functional tech support to client authorized network. Main duties will include ticket support, approvals, system usage, technical hardware and software support.
  • Perform other duties as assigned.


  • Preferred bachelor's degree with minimum of 3 years' experience in consumer electronics, home appliance or telecommunications or service retail industry - Associates Degree or GED with a minimum of 5 years' experience consumer electronics or retail industry also acceptable.
  • Experience gathering reports, KPI's and providing data analytics aroun