Senior Manager, Digital Product - Customer Experience & Operations

Summary At Samsung Electronics Canada, we take pride in the creativity and diversity of our talented people – they are at the forefront of everything we do. Their skillset and mindset drive our continued success. We want the best of the best at Samsung to join our team, not just those who fit into our Culture but those who will ADD to our Culture and make Samsung an even better place to work. Did we catch your attention yet? If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in Canada...and have a ton of fun…. then please keep reading! Our Perks: • Fantastic employee discount on all Samsung products • Competitive Salary • Employer paid Medical and Dental coverage from day one • Group RRSP plan that helps you save for the future • Free on-site gym to get your sweat on • Subsidized Cafeteria; including free Starbucks coffee/latte machine • 4-day in-office work schedule Monday through Thursday – with Friday remaining a flex day to work remotely • Access of Samsung U for 24/7 online learning • Employee Referral program- we want great talent like you! • Additional Well Being Days for better work life-balance!

Summary: The Senior Manager, Digital Product (Customer Experience - Cx & Operations) will be responsible for defining and driving the development of enhancements and initiatives that optimize and simplify the purchase experience for the customer, both from a CEJ & PPX perspective for both online & SES (omnichannel). This includes system enhancements to improve operational efficiencies, as well as automating manual processes. The role will be responsible for building their product roadmap, prioritizing, and overseeing/supporting on the execution of defined initiatives in a timely manner. Furthermore, this role will be accountable for overseeing a team of Hybris specialists, ensuring that system/order issues are resolved quickly, while focusing on ways to reduce the number of issues that occur, as well as ensuring that pricing, promotions, and other configurations are correctly setup in Hybris for a flawless purchase experience. This team will also support in driving operational enhancements set out in the product roadmap. This role is an expert across all elements of end-to-end operational flow for online & SES, delivering operational excellence in the form of automation and digitization to create efficiency and effectiveness of operational excellency as well as responsible for backend (Hybris/ERP/RQ) digital products and new omni-channel process development. They will act as an SME of the overall platforms and their associated systems in order to provide a holistic view when defining the impact, scope, requirements, and deliverables of system enhancements to ensure efficient execution, keeping the optimal customer experience & operational excellence at the forefront. Role and Responsibilities Essential Duties and Responsibilities: Product Management Create and own the Cx & Operations product roadmap, aligning with the vision and strategy of the business, focusing on features that drive business strategy, improve customer experience, and support in the optimization of operational processes, for both online & SES Lead the ongoing review of the Cx & Operations product roadmap to identify new opportunities and re-prioritize as needed based on shifting business & operational strategy, global projects, newly available functionality (quick-wins), analytics, and customer feedback Oversee the performance of implemented features and work with platform team and impacted stakeholders to identify opportunities for improvement with regular checkpoints Seek out opportunities to improve agility in delivering platform features by leveraging pre-existing/configurable functionality, global initiatives, scalable opportunity, and redefining how new features are approached with development partner Work with team members to define KPIs and ROI for