Position Summary
Samsung Electronics America is recruiting for a Senior Manager of Quality Standards, based in Los Angeles for Samsung TV Plus. Samsung TV Plus is Samsung's free ad-supported Smart TV video service that delivers instant access to news, sports, entertainment, music, and lifestyle content with no need to download an app, purchase an additional device, or pay for another subscription. Samsung TV Plus launched in the US on April 2018 and is currently available on 2016-23 models of Samsung Smart TVs and recent Galaxy mobile devices.
As the Senior Manager of Quality Standards within the Global Technical Operations team, you will be responsible for three primary objectives; leading QC teams across regions to support the global operation team, developing QoE/QoS models, owning the incident management infrastructure.
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Under your direction this team will be responsible for ensuring all content on the TV Plus platform meets or exceeds our high-quality standards. This position will work closely with our various engineering teams to develop tools that will implement the quality strategies that best meet the needs of the rapidly growing and changing FAST landscape. A key task will be to understand the consumer experience and look for ways to improve Samsung's relationship in order to drive growth and viewership to the TV Plus platform.
Samsung TV Plus is in the midst of an exciting period of growth and development, and seeks a candidate with a keen understanding of the FAST ecosystem. The ideal candidate will be a strong critical thinker with high attention to detail as well as the ability to see the big picture. We are looking for an experienced people manager who can collaborate and communicate effectively with the broader team.
Role and Responsibilities
- Develop, maintain and adapt QC test scripts to meet the needs of a constantly evolving landscape. Update procedures and standards as needed to create an efficient workflow while maintaining our high level of quality requirements.
- Lead a large global team of passionate QC specialist, driving unity, flexibility and consistency across Quality Standards teams.
- Develop QoE/QoS modeling frameworks while working with our engineering team to define tool requirements for integration & operationalization on a global scale.
- Working cross-functionally with analytics & data science to develop end-user experience metrics, including monitoring systems and service assurance.
- Develop an Incident Management process, coordinate with the various resolution parties and establish effective communication with stakeholders for post-incident reviews
- Take ownership of incidents and problems, and strive to understand and develop a detailed root cause analysis while cultivating solutions and/or workarounds for new and recurring issues.
- Participate in critical incident response and serve as the primary escalation point for internal Operations teams.
Skills and Qualifications
- Bachelor's Degree and/or equivalent related work experience required
- 10+ years of content operations experience, 5+ years of working in Quality Assurance, Quality Control or Quality of Experience capacity.
- A strong understanding of FAST linear streaming television and VOD ecosystems is required.
- Experience working at a network operations center (NOC) and/or Master Control environment is strongly preferred.
- Experience working with offshore resources in different time zones a plus
- Proven ability to create organized and efficient processes from chaos and complexity within a rapidly expanding platform.
- An ability to identify, troubleshoot and find resolutions to application-based issues.
- Excellent collaborator with the ability to effectively communicate across divisions and language barriers.
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