Director of Customer Care Operations

LG Electronics • Huntsville, AL

1d

About The Position

LG Electronics is seeking a seeking a dynamic and results-driven professional to fill the role of Director of Customer Care Operation. This strategic leadership position will be responsible to lead the daily management and continuous improvement of the entire customer experience journey — from online sales in the LG Online Brand Shop (OBS) to delivery, installation, and after-sales service support. This role is critical in ensuring that every customer interaction reflects LG’s commitment to excellence, innovation, and satisfaction. In addition, the director will also oversee Voice of Customer operation which will recognize the improvement opportunities based on actual customer experience while bringing a resolution for each issue in a timely fashion.

Requirements

• Bachelor’s degree in Business, Operations, Marketing, or a related field.
• 7+ years of experience in customer operations, eCommerce, or service management, preferably in a consumer electronics or retail environment.
• Proven ability to manage complex, cross-functional operations and deliver measurable improvements in customer satisfaction.
• Strong analytical skills with experience using data visualization and reporting tools (e.g., Excel, Tableau).
• Excellent communication and stakeholder management skills.

Nice To Haves

• Experience with CRM, ERP, or project management systems (e.g., Salesforce, Jira, Monday.com) is a plus.
• Passion for delivering exceptional customer experiences and driving operational efficiency.

Responsibilities

• Oversee End-to-End Customer Journey: Manage and optimize all customer touchpoints, including online purchase experience, delivery operations, and service support, ensuring a seamless and consistent experience.
• Multiple Vendor Management Optimization: Co-working with LG E HQ and LGEUS, the individual is expected to find a way to optimize multiple vendor operations in performance and in cost (is expected to manage $ 20M yearly budget
• Drive Operational Excellence: Monitor daily operations across sales, logistics, and customer service teams to ensure timely and high-quality execution.
• Customer Experience Improvement: Analyze customer feedback, data, and performance metrics to identify pain points and implement improvement initiatives.
• Cross-Functional Collaboration: Partner with eCommerce, logistics, service, and marketing teams to align strategies and deliver a unified customer experience.
• Performance Management: Develop and track KPIs related to customer satisfaction, delivery accuracy, and service response time; report performance insights to leadership.
• Digital Integration: Collaborate with digital and IT teams to enhance online customer support tools, self-service options, and communication channels.
• Customer Advocacy: Act as the voice of the customer within the organization, ensuring that business decisions prioritize customer satisfaction and loyalty.
• Team Leadership: Supervise and coach team members, fostering a culture of accountability, collaboration, and continuous improvement.

Benefits

• No-cost employee premiums for you and your eligible dependents for competitive medical, dental, vision and prescription benefits.
• Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan with several investment options.
• Generous Paid Time Off program that includes company holidays and a combined bank of paid sick and vacation time.
• Performance based Short-Term Incentives (varies by role).
• Access to confidential mental health resources to help you and your loved ones improve your quality of life. Personal fitness goal incentives.
• Family orientated benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
• Group Rate Life and Disability Insurance.
• Eligible for the relevant benefit programs offered through our partner agencies.

What This Job Offers

• Job Type: Full-time
• Career Level: Director