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Technical Product Management Director, E-commerce Solutions

2 months ago

Mountain View, California, United States SAMSUNG Full time

Job Summary

Samsung Electronics America, Inc. is a leader in mobile technologies, consumer electronics, home appliances, and enterprise solutions. We are seeking a highly skilled Senior Manager, Technical Product Development, Digital Commerce Platform to drive our eCommerce initiatives and lead our cross-functional team to deliver innovative consumer Internet products.

Key Responsibilities

  • Drive Samsung eCommerce initiatives related to order management, post-order customer notifications, and self-service (My Orders) to reduce customer contacts and improve online purchasing NPS score.
  • Lead customer service operational excellence to help CS agents improve CSAT and reduce contacts per order.
  • Innovate and automate various post-purchase experiences, order management, supply chain, and customer service operations to reduce manual overhead and improve customer satisfaction.
  • Work with product and engineering teams to design product solutions, finalize estimates, budgets, and plans/prioritize in upcoming roadmaps, resolve issues during build and test, and launch products on time.
  • Write product specifications and work with UX designers to build mocks.
  • Work with architects to simplify product features for technical design solutions.
  • Prioritize and allocate work based on roadmaps and backlogs.
  • Finalize plans, estimates, and schedules with engineering and QA teams.
  • Work with development and quality assurance engineers to build and ship features.
  • Communicate and resolve issues, risks, and progress to all stakeholders.
  • Monitor and measure launched products and feed learnings back into product development processes.
  • Internalize and deeply understand Samsung's mission and strategies, as well as the eCommerce team's mission and objectives.
  • Distill vision and strategy for the team and get all members of the cross-functional team excited.
  • Be data-centric to make informed product direction, whether in the form of competitive intel, customer behavior, or other business metrics.
  • Solicit and embrace critical feedback.
  • Drive innovation, definition, deliverables planning (roadmap), and design of entirely new products and features to deliver against team and company goals.
  • Drive cross-functional teams to set qualitative objectives and quantitative goals.
  • Drive definition of and execution against product go-to-market plans, including phasing and training.
  • Clearly communicate product plans, benefits, and results to both internal stakeholders and external stakeholders.
  • Ability to work and communicate at ease with cross-functional teams across the globe.
  • Has strong technical skills and is proficient in Confluence, JIRA.

Requirements

  • Bachelor's degree in a relevant field required; computer science undergraduate degree or relevant engineering degree plus hands-on software engineering and program management experience strongly preferred.
  • Technical understanding must go from the highest abstractions down to the metal.
  • 12+ years of experience delivering highly successful and innovative consumer Internet products with your fingerprints all over them, which you're extremely proud of what you've accomplished.
  • Having prior experience in the consumer electronics eCommerce space is a huge plus, especially in supply chain management, order management, and customer service operations.
  • Stellar design instincts and product taste.

Characteristics

  • A high bar across the board - from your own contributions to the people you work with to the products you work on.
  • A 'leader' personality - biased toward action, great collaborator, and master disambiguator/simplifier - constantly pushing toward clarity and delivery.
  • Grittiness. You never hesitate to roll up your sleeves and tackle something hands-on, you persevere when others fall away.
  • Finger-tippiness with data: you just go get the data you need with no muss/fuss and can whip it into an insightful story with no help. You know how to leverage data to make decisions without getting stuck in analysis paralysis.
  • A never-ending desire to learn and grow.

What We Offer

  • Highly motivated and self-driven.
  • Strong process-oriented thinker.
  • Organized, detailed, goal-driven, and achievement-oriented.
  • Able to critically evaluate and question data and plans.
  • Able to think strategically and tactically.
  • Comfortable with a highly dynamic and changing work environment.
  • Competitive, strong desire to 'win'.