Job Type:

Regular

Work Location:

Samsung Electronics America - Plano, TX 75023

Overview:

The Branded Support Manager leads the operational execution and ongoing success of Samsung Experience Store (SES) and Customer Service Plaza (CSP) locations, ensuring consistent, high-quality customer experience across the branded service network. This role partners with Retail, Operations, and cross-functional teams to oversee day-to-day operations, support new location launches, manage vendor relationships, and drive operational excellence through process improvements, performance management, and strategic execution.

The ideal candidate is a collaborative operations leader with experience managing complex, multi-site retail service environments and delivering results in a fast-paced setting. They possess strong project management, communication, and problem-solving skills, with the ability to influence cross-functional stakeholders, improve operational efficiency, and implement scalable solutions that enhance both customer satisfaction and business performance.

What We Offer 

• Receive $70,000 per year, paid weekly 

• Next-day pay on demand with DailyPay 

• Eligible for medical, dental, and vision benefits 

• Eligible for 401k with company matching 

• Scholarship opportunities for employees and direct family members

• Employee Assistance Program 

• Paid Time Off 

• Paid Holidays 

Job Description:

Operations & Strategy

• Execute Branded location requests and manage day-to-day SES/CSP operations
• Align with Retail for new locations (current and future)
• Develop strategies to enhance customer experience and drive performance
• Handle ad-hoc requests to ensure operational efficiency

Vendor & Stakeholder Management

• Manage vendor relationships, agreements, and accountability for KPIs.
• Build strong cross-functional relationships and influence teams

Launch & Process Improvement

• Coordinate new Branded location launches, including project planning and risk mitigation
• Design and set up BOH repair spaces, train technicians, and ensure readiness
• Suggest solutions to improve efficiency and customer experience

Inventory & Customer Journey

• Establish and manage parts inventory for new locations
• Review/Update FOH-BOH communication protocols

Post-Launch & Innovation

• Monitor KPIs (e.g., repair time, NPS) and implement continuous improvements
• Innovate service models for sustainable, best-in-class customer experience

Qualifications & Experience:

Education

• Bachelor’s degree in business administration, Operations Management, or a related field, or equivalent professional experience

Experience

• 5–7 years in Retail Service operations
• Proven track record in complex project management (preferably new store/service launches)
• Experience in consumer electronics or telecommunications (preferred)

Skills

• Strong project management (PMP certification a plus)
• Leadership and cross-functional influence o Excellent communication and stakeholder management
• Analytical mindset with problem-solving focus
• Proficiency in Microsoft Office Suite and project management tools

Work Environment

• Based in Plano, TX, with the possibility of extensive national travel (up to 80%), especially during new store launches

What You Can Expect From 2020 Companies
We welcome every voice, and we are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We are always identifying opportunities to encourage our team to be their authentic selves, while working to provide a best-in-class experience for our employees. Whether that’s paid holidays, long-term career pathing options, personal development opportunities or professional stretch assignments, you can expect 2020 Companies to support you.

2020’s Commitment
We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.