Karen Lee
Kirkland,WA
Summary
Karen is a dynamic and results-oriented professional who thrives at the intersection of strategic problem-solving and consumer-oriented product development. Karen takes a data-driven approach to strategy and product management to help deliver value to the customer. Karen can also drive small to large-sized projects to help with sales growth by not only increasing productivity through innovative technology and process solutions but also planning and executing creative strategies to retain existing customers and acquire new customers. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
Work History
Senior Product Manager, Head of ECom Order-to-Cash
Samsung Electronics America
05.2021 - Current
- Managing the product development lifecycle for Samsung.com from ideation to launch, including gathering and prioritizing requirements, creating a detailed project plan with deadlines, and overseeing cross-functional teams of engineers, designers, finance/business operations, etc.
- Head of the e-commerce Order-to-Cash product team, responsible for supporting day-to-day eCom business operations, including financial reconciliation, billing closure, interface monitoring, and order transactions
- Led the implementation of the Buy Online and Pick Up In Store (BOPIS) process, $100M+ incremental revenue since its launch
- Mentored junior Product Managers in effective project management techniques and industry best practices.
- Initiated and led the Return Optimization Task Force to reduce refusals and returns, increasing NPS by 32% within 6 weeks of launch
- Improved user experience by collaborating closely with design and development teams on UI/UX enhancements.
- This was achieved by designing a customer-centric process and ensuring timely return of items to the warehouse
- Collaborated with engineering, A/R, and fulfillment/CS operations to optimize the system
- Lead onboarding additional parcel carriers (reduced $2M in shipping costs) and regional LTL carriers (improved NPS by 20 points)
- Lead PM on a $42M incremental revenue B2B Samsung.com project
- Introducing a consolidated platform for B2B customers to connect to the new B2B designated Samsung.com for convenient shopping and management of their services and products
- Work includes designing customer journey and back-end process flow to automate order submission, cancellation/change, extension, activation, etc
- Lead PM on the cancellation process for Samsung.com customers
- This initiative saves nearly $8 million annually and boosts customer NPS (Net Promoter Score)
- Conducted in-depth data analysis to identify pain points and process analysis to define user stories for collaboration with 3PL and engineering teams
- Lead Next ERP (SAP version S/4 HANA) roll-out for Samsung North America eCom division, including defining detailed steps for cut-over, managing data migrations of over 500k and troubleshooting post go-live issues with multiple departments
- Implementing various improvements to streamline online order management by eliminating multiple steps and automating processes in SAP, Samsung.com, and 3PL integrations.
Senior Product Manager, Mobile Division Corporate
Samsung Electronics America
09.2019 - 05.2021
- Lead the the design and execution of various mobile device product strategies for senior executive leadership reporting, including the CEO/COO of the Samsung Mobile Division
- Directly interact with key departments such as retail, SCM, marketing, and sales for various initiatives
- Provide portfolio recommendations for strategically planning and manufacturing phones by conducting in-depth data analysis and research on sales, market trends, consumer behaviors, historical marketing, retail operations, and strategies
- Lead the development of a retail merchandising strategy to place 2X mobile products in 20,000 U.S retail stores. This was achieved by analyzing historical sales data combined with demographic information and prioritizing the devices in multiple layers using defined logic
- Lead the new phone launch forecast by collaborating with cross-functional teams to estimate the target sales mix in terms of device, color, and memory levels. This will help accurately project inventory needs and maximize initial sales during the launch period.
Lead Product Manager – Global Sales
American Airlines
03.2016 - 09.2019
- Manage a team of three RFT product managers
- Responsible for managing multiple projects aimed at achieving Global Sales objectives, developing strategic plans, and implementing various initiatives to enhance sales productivity, drive incremental sales, and improve customer service
- Accountable for the full product lifecycle and driving innovative changes for MS Dynamics 365 CRM, event booking & mobile apps, and portals actively used by 1,700+ B2B sales team members globally. Also responsible for agency & corporate customer-facing BI-based portals, joint business partner collaborative web-based portals, and B2B marketing automation platform
- Conduct regular calls and meetings with Microsoft and IT architects to review feedback from key users of the tool and discuss bottlenecks, user adoption, and potential solutions
- Execute Agile Scrum ceremonies, including writing user stories, grooming, planning, demos, retrospectives, and daily stand-ups. Also, define acceptance criteria for existing processes and new features required for business operations. Align activities with enterprise-wide DevOps initiatives
- Facilitate decision-making for senior leadership through effective storyboarding, translating complex ideas and information into clear, actionable insights
- Lead the multi-carrier sales modeling and simulation platform (Anaplan) to accelerate the corporate contract process and optimize discounts and margin structures for airlines and customers. This involved connecting over 700 datasets from four global airlines with an annual budget of $3.8M
- Lead the B2B aspect of the enterprise-wide GDPR project by analyzing datasets, business requirements, writing/accepting user stories, and communicating with multiple stakeholders such as Cargo, IT, Loyalty, Legal, Marketing, and B2B Sales to seamlessly implement GDPR policies across the systems
- Lead PM for migrating 5-year-long global datasets and B2B sales processes from Salesforce to Microsoft Dynamics CRM.
- Manage various vendor relationships, including SaaS providers and consulting firms such as Deloitte, Microsoft, Adobe, IBM, Anaplan, and LinkedIn. This involves seeking the latest available features for implementation, as well as supporting budget planning and acquiring approvals with Finance, IT vendor management, and vendors
- Manage various marketing-related initiatives, including new customer acquisition, campaign management, marketing automation tool implementation, and expanding into global B2B marketing.
- Developed detailed product roadmaps, prioritizing features based on user needs and business goals.
- Championed data-driven decision making within the organization through thorough analytics evaluations and metric-based progress tracking systems implementation.
Senior Product Owner
Samsung Electronics America
10.2011 - 03.2016
- Define the strategy and roadmap for exceptional business platform capabilities that align with and support Samsung's long-term mission and business goals
- Interact with leadership and SMEs to identify problems, analyze information, develop, and implement business solutions that align with the company's objectives
- Lead Samsung USA's largest system project: SAP system merger & acquisition for the Customer Care side (two $20B size subsidiaries merged in 2014). Defining and gathering requirements, communicating with multi-level stakeholders on a daily basis, performing process and system gap analysis, executing UAT, and reviewing data migrations
- Lead the multinational scalable web-based customer interaction (repair management application) portal roll-out for Samsung repair vendors by defining requirements with a deep understanding of both customer care operations and system features/processes. Worked closely with the legal/privacy department to define concealable datasets for implementing changes in the portal
- Lead part orders and inventory management in GSPN (Samsung Proprietary CRM tool) by gathering requirement on API changes to verify the latest inventory from the service plant and enable proper processing of part sales orders through the SD module
- Facilitate a brand-new Samsung Certified Pre-owned program with major retailers and carriers
- Specific tasks include aligning business and SD/LE system requirements with various e-Commerce retailers such as Amazon, eBay, Samsung.com and configuring back-end integrations with SAP
- Lead various projects for customer-facing call center agents. Innovating in managing service tickets from start to end, including payment and shipping, through collaboration with engineering and business teams
- Advise the business teams on addressing user errors and enhancement requests to save costs associated with hiring an additional contractor for manual tasks. Achieved by implementing various enhancements, such as automated monthly closing and posting for the Accounting/Finance teams
- Analyzing data and implementing validation checks for abnormal bills through SAP SD, LE, and CS warranty modules, as well as any external integrated tools utilized for operations
- Lead Samsung's North America HQ's large-scale initiative involving IRS tax regulations to seamlessly transform billing and closing processes
- Lead the business definition and system implementation of the new Mobile Product Return Service, Early Replacement Service program for end-user consumers calling 1-800-SAMSUNG
- Worked directly with the Business Operations team to develop strategies, analyze the business impact, and implement system changes.
Web Programmer Intern
The Office Of Disability Services At The Penn Stat
02.2010 - 07.2010
- Develop the main website to compliance with web accessibility by analyzing research data and applying various codes to enable the newest screen reader for those with disabilities (http://equity.psu.edu/ods)
- Elevated user satisfaction rates through regular analysis of website metrics, making necessary adjustments based on data-driven insights.
Research Assistant Associate Programmer Intern
Penn State College Of Information Sciences And Technology, Penn State University
01.2009 - 08.2009
- Develop the tools for two main websites by self-teaching the advanced PHP, MySQL, and Drupal Create working prototypes and modules of systems by understanding current process flow and communicating with PhD students
- Performed statistical, qualitative, and quantitative analysis.
- Participated actively in regular meetings with fellow researchers to discuss project updates, challenges faced, and lessons learned during ongoing activities.
Education
Bachelor of Science - Information Sciences And Technology, Design & Development
Pennsylvania State University
State College, PA12.2010
Skills
- SAP ERP (SD/MM/LE/CS/CRM)
- Jira, Rally, Confluence
- Product Marketing
- Anaplan
- Interpersonal Skill & communication
- BRD (Requirement Gathering)
- Roadmap Development
- UAT
- B2B Sales
- Tableau, Power BI
- User Experience
- SLDC (SaaS) project management
- People Management
- Sales Strategy & Operations
- Agile Methodology
- Marketing Automation
- Excel, Power Point, Visio
- HTML, CSS, PHP
- Data Analytics
- Microsoft Dynamics CRM
- Salesforcecom
- Excellent Communication
- Critical Thinking
Interests
Google Ad Grants Online Marketing Challenge
College of IST Career Assistant Team Counselor
hobby
Video Editing, Travel, Photography
Additional Information
- National Training Standard for Information Systems Security Professionals (NSTISSI 4011) honors & activities University National Society of College Scholar Phi Kappa Phi National Honor Society Awarded Joel N. and Peggy Myers Scholarship
Languages
Englsih
Native or Bilingual
Korean
Native or Bilingual
Timeline
Senior Product Manager, Head of ECom Order-to-Cash
Samsung Electronics America
05.2021 - Current
Senior Product Manager, Mobile Division Corporate
Samsung Electronics America
09.2019 - 05.2021
Lead Product Manager – Global Sales
American Airlines
03.2016 - 09.2019
Senior Product Owner
Samsung Electronics America
10.2011 - 03.2016
Web Programmer Intern
The Office Of Disability Services At The Penn Stat
02.2010 - 07.2010
Research Assistant Associate Programmer Intern
Penn State College Of Information Sciences And Technology, Penn State University
01.2009 - 08.2009
Bachelor of Science - Information Sciences And Technology, Design & Development
Pennsylvania State University
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