Senior Project Manager – Digital Operations

Cheil USA/Digital Operations

Senior Project Manager – Samsung.com Customer Experience

Client: Samsung.com CX Home Appliances (Client-Embedded)

Working Model: On-site, 9am – 6pm, at Plano, Texas office, Monday - Friday, aligned with the Samsung CX team. Occasional early or late coverage for timed launches.

About the role

Senior PM to support Samsung.com CX – Home Appliances

This is a Cheil USA role embedded with Samsung's Samsung.com Customer Experience (CX) team. You will work day-to-day alongside the CX team and act as the category's site owner for Home Appliances on Samsung.com, on both the consumer (B2C) and business (B2B) sites.

You will turn line-of-business (LOB) needs into clear, complete requests for the content production team, review the work before it goes live, approve it for launch, and keep the category's product pages accurate, compliant and up-to-date. 

You will work daily with Samsung LOB, category, eCommerce and legal stakeholders, the Cheil content production and QA teams (US, Canada, Brazil and India), platform and web development teams, and other agency partners.

Core responsibilities include onboarding new product pages (PDPs), keeping product content and data current, launching product awards and promotional content, CEJ improvements, ad-hoc landing pages with tight timelines, and managing the category's request queue in Jira, Smartsheet and Confluence.

Intake and briefing

• Take requests from LOB and category teams, confirm the business need, priority and launch date, and gather all assets, copy, product codes and approvals before work starts.

• Write complete, unambiguous Jira requests for the content production team: scope (B2C, B2B or both), SKUs, pages and components affected, assets, copy, start and end dates, and acceptance criteria.

• Answer production questions quickly so that work is not blocked waiting for information.

Product pages and product data

• Own the end-to-end lifecycle of the category's product pages, from new product onboarding through content updates to end-of-life (EOL).

• Keep structured product data accurate in the product information system: display names, features, specs, galleries, filters, compatibility and related products, and comparison data.

• Coordinate product setup with the eCommerce team (pricing, buy box, availability) so pages launch ready to purchase.

• Onboard parts, accessories and marketplace products, including products supplied through third-party seller channels.

Review, approval and go-live

• Review staged pages before launch against the request, and approve or return them with clear, specific feedback.

• Own the client-side final review and release approval for the category, including submitting product pages for Samsung's internal go-live approval, and confirm the result on live.

• Plan launches against market dates, including timed and weekly go-lives, and make sure approvals are in place before the launch window.

Compliance and content quality

• Make sure product content meets brand, legal and regulatory requirements: energy and efficiency labels (for example ENERGY STAR), state disclosures, required safety and battery specs, product awards and claims, and disclaimers.

• Run post-launch checks and fix broken links, wrong images, outdated specs and other live issues quickly.

Queue, stakeholders and reporting

• Manage the category's request queue: prioritize with the CX lead, track status in Jira and Smartsheet, and keep stakeholders informed.

• Partner with Site Operations and the production team on capacity and sequencing of work in the queue.

• Partner with platform and web development teams on technical issues, and escalate defects with clear evidence.

• Keep category documentation and processes current in Confluence, and suggest simpler ways of working.

• Comfortable with high-volume, detail-heavy work: many small updates across many SKUs, every week.

About you

• Strong ability to work across many requests at once with different deadlines and priorities.

• Manages time well and delivers in a very fast-paced environment.

• Understands why each request matters to the business and the customer, and advocates for a clear, accurate customer journey.

• Experience in eCommerce site management, product launches, site merchandising, or digital project management.

• Makes clear decisions on priority and on whether work is ready to launch.

• Great organizational skills, attention to detail, and the ability to execute flawlessly.

• Spots issues early and drives them to resolution.

About the requirements

Must-have

• Bachelor's degree required; a degree in Communications, Marketing, Business or a similar field preferred.

• 5+ years of experience in digital project management, eCommerce, or website content operations, ideally in a highly matrixed organization or on a large client account.

• Experience managing product detail pages and product data for an online retailer or brand site. Experience in technology or consumer electronics / appliances eCommerce is a strong plus.

• Experience writing clear briefs or tickets for production teams and reviewing work on staging or preview environments before launch.

• Proficient in Jira and Confluence; experience with Smartsheet.

• Excellent written and verbal communication skills, including with senior client stakeholders.

• Proficient in Microsoft Office, especially Excel (SKU lists, data checks), PowerPoint and Word.

• Collaborative, open and self-directed; learns and grows from working with others and thrives in a team atmosphere.

Nice-to-have

• Experience with a CMS (Adobe Experience Manager preferred) and a product information management (PIM) system.

• Knowledge of product compliance on eCommerce sites (energy labels, state disclosures, safety and battery information).

• Experience with B2B eCommerce sites or marketplace / third-party seller onboarding.

• Basic data analysis; familiarity with site usability, A/B testing and optimization.

• Agency experience on a global client account.

How success is measured

• Category launches go live on the planned date.

• Low rework: few requests returned to the requester for missing or unclear information.

• Few defects found on live after approval, and live issues fixed quickly.

• Staged work reviewed and approved within the agreed turnaround.

• Category queue is current: no stale or aging requests without a next step.