Senior Specialist, Services Operations

Samsung Electronics•Plano, TX

About The Position

This Sr. Specialist, Service Operations role is focused on improving service operation by establishing strategies, process checking and field auditing as well as by managing internal key performance index, service marketing investment and working manual for field (subsidiary and etc.) This role will carry out a survey of customer satisfaction and share the result with related department to improve the weakness through cooperation. Oversees external outsourcing partners, performance monitoring, financial oversight, and compliance enforcement. Review progress on service-related goals which are achieved with a developed strategy. Examine processes regarding internal and external vendors' payment amounts and resolve issues which were pointed out. Manage performance compared to goals for KPI (Key Performance Indicator) of each business. Participate in conducting survey on customer satisfaction by product and service satisfaction. Act as gatekeeper for CE service nationwide coverage to reduce service delays [satisfaction] and ASC not available exchange and refund [cost], which includes approving service center zip code, grade and volume change request Ensure network has sufficient primary, secondary and tertiary coverage options through Regional Service Manager collaboration. Monitor region and service center performance, including decline, cancellations, and exchange/refund, to sustain network health, improve customer satisfaction, and reduce operational cost.

Requirements

Bachelor’s Degree with 4+ years of directly related experience required.

Nice To Haves

Vendor/Partner Management
Handling high-stakes contact center or back-office BPO relationships.
Background in managing service level agreements (SLAs), and regulatory compliance for outsourced teams.

Responsibilities

Oversees external outsourcing partners, performance monitoring, financial oversight, and compliance enforcement.
Review progress on service-related goals which are achieved with a developed strategy.
Examine processes regarding internal and external vendors' payment amounts and resolve issues which were pointed out.
Manage performance compared to goals for KPI (Key Performance Indicator) of each business.
Participate in conducting survey on customer satisfaction by product and service satisfaction.
Act as gatekeeper for CE service nationwide coverage to reduce service delays [satisfaction] and ASC not available exchange and refund [cost], which includes approving service center zip code, grade and volume change request
Ensure network has sufficient primary, secondary and tertiary coverage options through Regional Service Manager collaboration.
Monitor region and service center performance, including decline, cancellations, and exchange/refund, to sustain network health, improve customer satisfaction, and reduce operational cost.