D2C Regional eCommerce Platform Innovations & Operations Assistant Manager

Position Summary

Based in the regional headquarters office for Southeast Asia and Oceania (SEAO), this role supports the technical operations, platform innovations and shared services for Samsung's D2C eCommerce channels (Web, Shop App and 3PD).

This role will work closely with regional stakeholders and subsidiaries to drive enhancement delivery, resolve operational issues and uphold platform standards, while acting as a functional and technical point of contact for the SAP Hybris eCommerce platform. The role requires close, regular interface with local country teams, cross-functional partners and technical teams to continuously improve operational efficiency, service quality and the end-to-end customer experience.

Role and Responsibilities

• Support regional eStore (Web, Shop App, 3PD) operations initiatives that drive sales revenue growth and operational excellence

• Act as a subject-matter resource and functional/technical point of contact for the SAP Hybris platform, supporting RHQ and subsidiary stakeholders on day-to-day operations and enhancement requirements

• Translate business requirements into functional documentation, and help build playbooks and Standard Operating Procedures (SOPs) for new features and processes

• Support the planning, coordination and rollout of eStore enhancements together with HQ, Regional and Subsidiary stakeholders

• Assist in structuring and driving strategic projects and initiatives across eStore backend operations, end-to-end process flows and optimizations

• Act as a bridge between the platform team, support team, subsidiaries and other partners to triage issues, drive troubleshooting, and follow through to resolution

• Support handling of Business Verification Testing (BVT) for Platform COE and Global enhancements

• Create and maintain knowledge base documentation on RHQ Confluence, and contribute to interim and final reporting on agency/vendor performance, SLAs and KPIs

• Provide prompt, clear updates to stakeholders on the status of issues, requests and feature enablement

• Support vendor and agency management for eStore platform services, including monitoring day-to-day delivery against agreed SLAs, tracking outstanding tickets/requests, and escalating performance or quality gaps to ensure timely resolution

Skills and Qualifications

• Degree holder with at least 5 years of relevant working experience in eCommerce operations / platform management

• Hands-on operational experience with the SAP Hybris Commerce platform is required; familiarity with Adobe Experience Manager (AEM) is an advantage

• Working knowledge of supporting tools such as JIRA, Confluence and GitHub; exposure to Kibana or similar monitoring tools is a plus

• Basic understanding of eCommerce technical concepts (data exchange, system integrations) sufficient to liaise credibly with technical teams

• High energy and comfort operating in a fast-paced, matrix organization environment

• Excellent communication skills, with the ability to manage relationships across subsidiaries and partners and drive consensus across teams, functions and levels of hierarchy

• Good project management skills, able to work within timeline constraints across multiple concurrent projects

• Strong organizational and time-management skills, with the ability to adapt to quickly changing priorities

• A team player able to work both independently and cross-functionally

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