Sr. Manager, Fulfillment Performance and Optimization

Position Summary

Role and Responsibilities

Delivering large, complex products to customers’ homes is among the more demanding problems in eCommerce. It spans multiple partners, fulfillment pathways, and systems. Performance is measured daily in cost, service, and customer experience.

Samsung Electronics America is seeking a Sr. Manager, eCommerce Fulfillment Performance and Optimization to own the economic model of fulfillment performance. The job of this role is to translate operational performance, carrier results, and customer feedback into quantified cost. That model drives how volume is allocated across our carrier network, which operational priorities the organization pursues, and how platform investment is directed.

The ideal candidate brings deep expertise in quantitative decision modeling, cost-to-serve analysis, and operational performance measurement, with experience turning complex data into decisions that move a large operation. This individual will work cross-functionally with Fulfillment Operations, and the broader logistics organization to optimize how our fulfillment network performs across cost and service.

This is an analytical and modeling role, rather than a reporting or day-to-day operations role. Based in our Plano, TX office, this position carries visibility to senior leadership and significant influence over how our fulfillment network performs.

Specific responsibilities include:

• Performance measurement and cost modeling:
  • Own the Cost of Poor Quality (COPQ) model, converting service outcomes, damages, returns, reschedules, and customer contacts into quantified cost by driver.
  • Partner with Data and Analytics Team to define the measurement framework for delivery promise accuracy, root cause attribution, and fulfillment path performance.
  • Own metric definitions and attribution methodology across Fulfillment Operations.
  • Quantify comparative performance across fulfillment paths, carriers, markets, product categories, and service levels
  • Establish and maintain promise attainment measurement against the original customer commitment, consistent with standard supply chain reference definitions.
• Carrier and fulfillment path optimization:
  • Own the analytical models behind carrier allocation strategy, including cost-to-serve normalization across paths with differing cost structures.
  • Recommend allocation configuration changes, supported by simulation against order history, and measure realized impact following implementation.
  • Optimize allocation within contractual volume commitments, rate tiers, and additional continually-evolving constraints.
  • Model the cost and service profile of prospective fulfillment network changes ahead of commitment, and track the performance against that model afterward.
• Improvement Agenda:
  • Maintain a single prioritized, dollar-sized view of performance drivers across all fulfillment paths and domains.
  • Bring root cause, quantified impact, and supporting evidence to the accountable domain owner. Track initiatives to closure and verify results in the data.
  • Validate that implemented improvements hold by verifying realized impact against the original case, and refreshing cost coefficients on a set cadence to keep the models current.
  • Lead a recurring fulfillment performance review with cross-functional domain owners.
• Platform roadmap and initiative economics:
  • Build the analytical case behind platform enhancement requests, including ROI quantification for market requirements documents.
  • Model proposed service and pricing initiatives ahead of commitment.
  • Ensure operational remediation, revenue generating, and cost saving initiatives are quantified on one consistent economic basis.
  • Validate realized impact after launch and feed results back into the model.

Skills and Qualifications

Minimum Qualifications:

• Bachelor’s degree required.
• 8+ years of relevant experience in analytical, operations, or commercial roles, with meaningful exposure to physical operations or logistics.
• Demonstrated ownership of cost or service performance outcomes in an operational environment.
• Proven ability to build quantitative decision models, and to defend the methodology and assumptions behind them.
• Experience translating complex analysis into executive-level recommendations and driving decisions from it.
• Strong cross-functional presence, with the ability to hold credibility among both operational leaders and technical teams.

Preferred Qualifications:

• Experience in supply chain, logistics, fulfillment, or eCommerce operations.
• Direct experience with operations excellence, quality engineering, or continuous improvement (DMAIC, cost of quality)
• Direct experience with appointment-based delivery and installation logistics.
• Background in pricing, revenue management, or another discipline requiring quantified trade-off analysis.
• Advanced degree in Analytics, Supply Chain, Engineering, or a related quantitative field.

Are you ready to #OwnTheUnknown? Join us.

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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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Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or [email protected] for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.