Senior Manager, Trade-In Operations

Position Summary This role is not eligible for immigration sponsorship. Headquartered in Plano, TX, Samsung Electronics America (SEA) is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. Across each of these areas, our work drives innovation, economic growth and workforce opportunity in the United States. For nearly five decades, Samsung has been at the forefront of technological advancements, investing over $100 billion and creating more than 20,000 jobs nationwide. Our mission? To integrate cutting-edge products, services, and AI technology to deliver smarter, sustainable, and more connected experiences that empower people to live better. As a wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA offers opportunities to work alongside global visionary thinkers and innovators who are passionate about making a difference. Explore the exciting opportunities at Samsung Electronics America and discover how you can make an impact. To learn more, visit . For the latest news, visit . Role and Responsibilities About the Role Direct to Consumer (D2C) is the digital storefront where customers buy, finance, and trade in their devices every year. The Trade-In program is a core driver of conversion, loyalty, and sustainability for Mobile Experience (MX) — and it depends on flawless operational execution behind the scenes. We are looking for a Senior Manager, Trade-In Operations to own the end-to-end trade-in lifecycle: from label generation and device intake, through third-party warehouse processing, to final grading, payout, and reporting. This leader will manage the relationship with our 3rd-party logistics (3PL) and processing partners, build and own the financial forecast and budget for the Trade-In business, partner with Customer Service to protect and improve NPS, and lead the analytics, reporting, and continuous-improvement work that keeps the program running at scale. This is a highly cross-functional, high-visibility role that sits at the intersection of operations, finance, customer experience, and technology. Key Responsibilities End-to-End Trade-In Process Ownership Own the complete trade-in process flow on — from shipping-label generation and device intake through inspection, grading, processing, and final customer payout/credit. Serve as the single point of accountability for trade-in operations performance, process documentation, and SOPs across all channels and device categories (mobile, tablet, wearable). Identify breakpoints across the end-to-end flow and drive root-cause resolution with the appropriate internal and external teams. Third-Party & Warehouse Operations Management Manage the day-to-day relationship with 3rd-party trade-in processing vendors, holding partners accountable to SLAs for intake speed, grading accuracy, turnaround time, and quality. Oversee end-to-end warehouse operations performed by 3PL partners, including capacity planning, throughput monitoring, and escalation management during peak volume periods (new device launches, promotions, holiday). Conduct regular business reviews and site/process audits with partners to ensure contractual and operational compliance. Financial Planning, Budgeting & Forecasting Build and own the annual operating budget for the Trade-In program, including processing costs, vendor fees, and shrinkage/write-off assumptions. Develop weekly and monthly trade-in volume and cost forecasts in partnership with the Category and Business Planning teams, and drive performance to those targets. Track variance against budget and forecast, and present financial and operational performance updates to senior leadership. Customer Experience & NPS Partner closely with Customer Service leadership to review trade-in-related complaints, feedback, and escalations, and translate them into operational fixes. Own initiatives that directly improve Net Promoter Score (NPS) and customer satisfaction tied to the trade-in experience, from label delivery through final payout. Lead order remediation efforts for trade-in issues (lost devices, grading disputes, payout discrepancies, delayed processing), ensuring timely and fair resolution for customers. Analytics & Reporting Conduct detailed, recurring analysis of trade-in volumes, cycle times, grading accuracy, cost per unit, and vendor performance to identify trends and opportunities. Own month-end reporting for the Trade-In program, delivering clear, data-driven summaries of operational and financial performance to senior stakeholders. Build dashboards and recurring reporting cadences that give leadership real-time visibility into program health. Lead financial reporting and analysis for a complex trade-in program Technology, Enhancements & Continuous Improvement Partner with IT and engineering teams to triage, prioritize, and resolve defects impacting the trade-in flow on and connected systems. Lead the roadmap of enhancements that improve trade-in operations — reducing cycle time, improving grading accuracy, automating manual steps, and improving the customer-facing experience. Stay current on industry trends in trade-in, reverse logistics, and device recommerce, and bring forward recommendations for new tools, technologies, or process models. Leadership & Cross-Functional Collaboration Lead, mentor, and develop a team of operations professionals, fostering a culture of accountability, collaboration, and continuous improvement. Set and track departmental KPIs, holding the team and vendor partners accountable to measurable outcomes. Build and maintain strong working relationships with Category Management, Business Planning, Finance, Customer Service, IT, and external vendor/partner stakeholders. Ensure all trade-in operations comply with company policy, data-privacy requirements, and applicable industry regulations. Required Qualifications Bachelor's degree in a STEM field, Supply Chain Management, Operations Management, or a related discipline. 8–12 years of progressive experience in operations, supply chain, reverse logistics, trade-in/recommerce, or e-commerce fulfillment, including experience managing 3rd-party vendors or warehouse operations. Proven experience building and owning budgets, forecasts, and financial performance reporting for an operational program. Strong analytical skills with hands-on experience in Excel and BI/reporting tools (e.g., Tableau); Demonstrated experience leading cross-functional initiatives spanning operations, customer service, finance, and technology/IT. People leadership experience, with a track record of building and developing high-performing teams. Excellent communication and executive presentation skills, with the ability to translate complex operational data into clear business recommendations. Preferred Qualifications MBA or Master's degree in Industrial/Operations Management, Supply Chain, or a related field. Experience in consumer electronics, mobile devices, or direct-to-consumer (D2C) e-commerce environments. Prior experience with trade-in, device buyback, or asset recovery/recommerce programs specifically. Experience partnering directly with IT/engineering teams on defect resolution and platform enhancements. Skills and Qualifications Life @ Samsung - Benefits @ Samsung - Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 6 months), Paid Time Off, Student Loan Program (after 6 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance. 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