Customer Service Operations Manager

Position Summary
This role is not eligible for immigration sponsorship
Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we’re creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd.
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Role and Responsibilities
We seek an experienced and effective Operations Manager to oversee and improve the eCommerce Customer Service Operations teams handling Executive Escalations for consumers and business customers. In this role, you will manage and optimize our efforts to grow Samsung.com and Samsung.com/business. You will also help streamline our customer service process and policies. This includes improving ‘our contact’ us options, customer-facing content, customer satisfaction, and overall experience. Our ideal candidate prioritizes customer experience and sales, aggressively recommends and implements change, and possesses a strong sense of ownership.
Position Objectives
Lead onshore Vendor Partner who handle Samsung B2C and B2B customer escalations to
BBB (Better Business Bureau)
Emails to CEO
Social Media
Attorney General
Small Claims
Internal VIP Escalations
VOC Emails
Lead Special programs working in collaboration with Fulfilment to reduce Return rates and with Risk/Fraud team to achieve sales conversion for False positive cancelled orders
Provide leadership to our global operational support partners to assure consistent and timely delivery of best-in-class customer service across multiple channels with a focus in Samsung.com/Business (B2B) customers
Lead Quality Assurance for partners including AI enabled Quality efforts
Develop key performance measurements that provide focus on the factors that drive improvements in quality, efficiency, and customer satisfaction
Improve service operations by establishing strategies, process checking, and audits
Leverage insights gathered from our customers that improve the customer experience. Elevate the voice of the customer throughout the organization to guide the development of programs that reduce contacts, lower concessions, reduce friction, and improve insights
Establish mechanisms that foster ownership, compliance, and accountability at the network, site, team, and Customer Service Associate levels
Collaborate with BPO partners, Fulfilment, Engineering and Delivery partners to improve experience for Consumers and Business (B2B) Customers
Lead a small team internally
Skills and Qualifications
Minimum Qualifications:
Bachelor’s Degree required. MBA preferred
8+ years of total operational leadership experience in customer-centric organizations, of which at least five years were in customer service operations for B2C and B2B
Experience in leading teams handling Executive Escalations (Tier 2 / Tier 3) preferred
Ownership of CS Operations in the previous role with a track record of delivering results
Proven ability to influence and performance manage third-party vendors remotely while creating urgency to resolve identified issues and opportunities
Background in building and scaling rapidly growing customer service teams in multiple countries
Has deep, in-depth experience in traditional and emerging channels – phone, email, chat, SMS, and social media
Detail-oriented with a strong track record of process development and execution
Strong problem-solving skills and an ability to motivate and inspire large teams spread over a geographically dispersed area
Demonstrated passion for continuous improvement, hungry to make step improvements, not averse to rolling up their sleeves, and able to balance ‘task & people’ orientation
A strong bias for action with a high sense of urgency to resolve customer-impacting issues
Proven ability to build and execute customer-centric strategies
Experience managing direct reports, multiple departments, and creating accountability across large and small teams
Excellent track record of issue identification and rapid resolution of core issues
Experience managing relationships with large vendors providing critical business services
Exceptional problem-solving skills and good working capability with Excel & PowerPoint
Experience developing in-house platforms for internal processes
Working knowledge of Sprinklr, Tableau, Jira, sales portal, and or other contact management systems
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Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/
Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/
Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 12 months), Paid Time Off, Student Loan Program (after 12 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.
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Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process
Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.