Return Program Manager - eCommerce

Posted:
3/17/2025, 5:00:00 PM

Location(s):
Texas, United States ⋅ Plano, Texas, United States

Experience Level(s):
Senior

Field(s):
Product

Position Summary

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks and digital displays. As an eleven-time winner of EPA’s ENERGY STAR® Partner of the Year Award for Sustained Excellence, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices and operations.

People | Excellence | Change | Integrity | Co-prosperity

Role and Responsibilities

  • Work closely with the leaders of the eCommerce Customer Service & Fulfillment teams to identify, plan, organize, and drive projects to improve the customer experience.
  • Deliver completed projects within a defined scope, schedule, cost, and quality that decrease customer-requested returns.
  • Meet with CS Agents to understand customer and agent opportunities while driving return policy adherence.
  • Measure the impact of new and existing return reduction initiatives to ensure targets were met; and report out on impact to overall return rates.
  • Utilize data to identify, quantify, and create visibility around customer-impacting issues that result in higher contact volume, increased returns, or negative customer experiences.
  • Provide product and program insights from Customer Service and Returns data to business partners, with actionable feedback to improve our offerings.
  • Coordinate with internal and external resources to provide day-to-day contact on project progress, status, and changes to ensure projects remain within scope, schedule, and defined budgets.
  • Establish and maintain processes to manage scope, set quality & performance standards, and assess risk across multiple projects.

Skills and Qualifications

Minimum Qualifications

  • Bachelor's degree and 8 years of project management experience managing various digital technology-related projects
  • Hands-on experience with project tracking and collaboration enabling programs, PMP certified preferred
  • Demonstrates strong problem-solving skills and has excellent written and verbal communication skills
  • Capable of focusing on continuous improvement in project delivery
  • Demonstrates strong ability to lead through influence
  • Proven success working with all levels of management
  • Strong attention to deadlines and budgetary guidelines

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