Customer Service Operations Manager

Samsung Electronics•Plano, TX

19h•Onsite

About The Position

Samsung Electronics America seeks an experienced Operations Manager to oversee and improve eCommerce customer service operations handling executive escalations for consumer and business customers. The role manages and optimizes efforts to grow Samsung.com and Samsung.com/business while streamlining customer service processes and policies, including contact options, customer-facing content, customer satisfaction, and the overall customer experience. The ideal candidate prioritizes customer experience and sales, recommends and implements change, and demonstrates strong ownership. The position leads an onshore vendor partner handling Samsung B2C and B2B escalations, including Better Business Bureau complaints, emails to the CEO, social media, Attorney General matters, small claims, internal VIP escalations, and voice-of-customer emails. It also leads special programs with Fulfilment to reduce returns and with Risk/Fraud to improve sales conversion for false-positive cancelled orders. The manager provides leadership to global operational support partners, leads partner quality assurance including AI-enabled quality efforts, develops performance measurements, improves service operations through strategies, process checks, and audits, and elevates customer insights across the organization. The role collaborates with BPO, Fulfilment, Engineering, and Delivery partners and leads a small internal team.

Requirements

Bachelor’s degree required.
At least 8 years of total operational leadership experience in customer-centric organizations, including at least 5 years in B2C and B2B customer service operations.
Ownership of customer service operations in a previous role, with a track record of delivering results.
Proven ability to influence and performance-manage third-party vendors remotely and create urgency to resolve issues and opportunities.
Experience building and scaling rapidly growing customer service teams in multiple countries.
Deep experience with traditional and emerging channels, including phone, email, chat, SMS, and social media.
Detail-oriented, with a strong track record of process development and execution.
Strong problem-solving skills and ability to motivate and inspire large teams across geographically dispersed areas.
Demonstrated commitment to continuous improvement, willingness to implement significant improvements and work hands-on, and ability to balance task and people orientation.
Strong bias for action and urgency in resolving customer-impacting issues.
Proven ability to build and execute customer-centric strategies.
Experience managing direct reports and multiple departments and creating accountability across large and small teams.
Excellent track record of identifying issues and rapidly resolving core issues.
Experience managing relationships with large vendors that provide critical business services.
Exceptional problem-solving skills and working capability with Excel and PowerPoint.
Experience developing in-house platforms for internal processes.

Nice To Haves

MBA preferred.
Experience leading teams handling executive escalations (Tier 2/Tier 3) preferred.
Working knowledge of Sprinklr, Tableau, Jira, sales portals, and/or other contact management systems.

Responsibilities

Lead the onshore vendor partner handling B2C and B2B customer escalations, including BBB complaints, emails to the CEO, social media, Attorney General matters, small claims, internal VIP escalations, and VOC emails.
Lead special programs with Fulfilment to reduce return rates and with Risk/Fraud to improve sales conversion for false-positive cancelled orders.
Provide leadership to global operational support partners to ensure consistent, timely, high-quality customer service across multiple channels, with a focus on Samsung.com/Business customers.
Lead partner Quality Assurance, including AI-enabled quality efforts.
Develop key performance measurements focused on improving quality, efficiency, and customer satisfaction.
Improve service operations by establishing strategies, process checks, and audits.
Use customer insights to improve customer experience and elevate the voice of the customer across the organization, guiding programs that reduce contacts, concessions, and friction and improve insights.
Establish mechanisms that foster ownership, compliance, and accountability at network, site, team, and Customer Service Associate levels.
Collaborate with BPO partners, Fulfilment, Engineering, and Delivery partners to improve the experience for consumer and B2B customers.
Lead a small internal team.
Manage and optimize customer service efforts supporting growth of Samsung.com and Samsung.com/business and streamline related processes, policies, contact options, and customer-facing content.