Senior E-commerce MOR/SOR Operations Manager

<div class="content-intro"><p>Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, 'Life's Good', embodies our commitment to ensuring a happier life for all. We have a rich history spanning over six decades and a global presence in over 290 locations.&nbsp;&nbsp;Our diverse portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions. &nbsp;Our management philosophy, "Jeong-do Management," embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of 'Customer-Value Creation' and 'People-Oriented Management', these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment.&nbsp;&nbsp;Join us and become a part of a company that is shaping the future of technology.&nbsp;&nbsp;At LG, we strive to make Life Good for Everyone.&nbsp;&nbsp;</p></div><p>&nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span lang="en-US" style="font-weight: bold;">What we can offer</span><span lang="ko" style="font-style: italic;">:</span></span></p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;"><span style="font-style: italic; font-family: arial, helvetica, sans-serif; font-size: 12pt;">A crafted employee experience designed to foster professional growth, a focus on health &amp; well-being and an internal community that will set you up for success.</span></p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">&nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value.&nbsp; At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill and equal, merit-based opportunities across the board. We want our colleagues to grow with our global business. That's why we deliver sure rewards for exceptional performance and offer industry-leading benefits. Come join the team!</span></p> <p>&nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-weight: bold;">The Opportunity:</span></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">The Senior E-Commerce MOR/SOR Operations Manager is responsible for leading the strategic and operational management of LG’s MOR/SOR platforms, ensuring the accuracy, compliance, and efficiency of all post-purchase processes across eCommerce and sales operations. This role requires deep technical expertise, strong business acumen, and the ability to drive cross-functional alignment across Operations, Finance, Accounting, Technology, and Customer Support. The Senior Manager will oversee system performance, financial integrity, fraud governance, and end-to-end operational processes while guiding continuous improvements across the digital commerce ecosystem.</span></p> <h3><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strategic Leadership &amp; Product Ownership</span></h3> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Lead the full product lifecycle for MOR/SOR, including roadmap development, requirement definition, and release management.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Oversee system architecture and monitoring frameworks, ensuring reliability, scalability, and operational compliance.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Drive strategy and improvements for AR/AP/GL financial modules, ensuring seamless integration and data accuracy.</span></li> </ul> <h3><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Order &amp; Sales Operations Management</span></h3> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Provide oversight of fraud prevention workflows, including alerts, chargebacks, and dispute resolution; lead escalation governance and analytics.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Oversee refund, order adjustment, store credit, and reward processes to ensure accuracy, timeliness, and policy adherence.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Lead resolution of operational exceptions and partner with the Order Management team to remove blockers impacting customer experience.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Facilitate the weekly MSOR scrum to ensure cross-functional alignment and timely issue resolution.</span></li> </ul> <h3><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Data Analytics &amp; Financial Accuracy</span></h3> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Lead data validation and reconciliation processes to maintain integrity across order, payment, and financial reporting systems.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Manage backend dashboards and monitoring tools to identify operational risks and proactively address system failures or anomalies.</span></li> </ul> <h3><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Operational Excellence &amp; Process Optimization</span></h3> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Design, evaluate, and refine business processes that support post-purchase accuracy, efficiency, and compliance.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strengthen back-office operations, including fraud management, refunds, escalations, and reward governance.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Drive continuous improvement initiatives, ensuring alignment with audit requirements, security standards, and operational best practices.</span></li> </ul> <h3><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Cross-Functional Partnership &amp; Governance</span></h3> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Serve as the primary liaison for Finance, Accounting, AR/AP, and external vendors to support reconciliation, reporting, and payment operations.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Manage partnerships with Payment Service Providers (PSPs), overseeing issue resolution, compliance alignment, and performance optimization.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Work closely with Technology and Customer Support teams to maintain operational readiness and elevate customer experience across order systems.</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Qualifications:</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Bachelor’s degree in Accounting, Business, eCommerce, or a related field.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">10+ years of experience in eCommerce operations, technical operations, financial systems, or order management; experience leading teams strongly preferred.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Bilingual capability in English and Korean is a plus.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Demonstrated expertise in MOR/SOR processes, AR/AP/GL financial modules, and post-purchase transaction workflows.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Advanced proficiency in data analysis, reconciliation, and operational reporting.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Proven ability to lead cross-functional programs involving Operations, Finance, Tech, Accounting, and external partners.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong understanding of fraud governance, payment workflows, chargebacks, and dispute management.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience managing product roadmaps, system enhancements, and release cycles within a technical environment.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Exceptional communication, organizational, and stakeholder management skills.</span></li> </ul> <p>&nbsp;</p> <p><span style="color: rgb(255, 255, 255);">#LI-DR1</span></p><div class="content-pay-transparency"><div class="pay-input"><div class="title">Recruiting Range</div><div class="pay-range"><span>$140,000</span><span class="divider">&mdash;</span><span>$175,000 USD</span></div></div></div><div class="content-conclusion"><p><strong>Benefits Offered Full-Time Employees:</strong></p> <ul> <li>No-cost employee premiums for you and your eligible dependents for competitive medical, dental, vision and prescription benefits.</li> <li>Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan with several investment&nbsp;options.</li> <li>Generous Paid Time Off program that includes company holidays and a combined bank of paid sick and vacation time. &nbsp;</li> <li>Performance based Short-Term Incentives (varies by role).</li> <li>Access to confidential mental health resources to help you and your loved ones improve your quality of life. Personal fitness goal incentives.</li> <li>Family orientated benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.</li> <li>Group Rate Life and Disability Insurance.</li> </ul> <p><strong>Benefits Offered Temporary/Contractors: &nbsp;</strong></p> <ul> <li>Eligible for the relevant benefit programs offered through our partner agencies.</li> </ul> <p><a href="https://lge-careers.com/wp-content/themes/lg-career/assets/privacy-notice.pdf">Privacy Notice to California Applicants</a></p> <p>Applicants who need assistance or a reasonable accommodation during the hiring process may contact our team by phone at: 973-477-7090 or&nbsp;<a href="mailto:support@lg4me.freshdesk.com">support@lg4me.freshdesk.com. </a>This email and phone number will only reply to accommodation requests and is not intended for general employment inquiries.</p> <p>All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.</p> <p>In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies where applicable, the salary range listed may not reflect all geographic differentials applied<em>.</em></p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p></div>