Remote Head of Customer Operations & Experience

Samsung Food; Poland; On-site; PLN 280,000 - 560,000; Full time

Job summary

Samsung Food (Whisk) is seeking a Head of Customer Operations to shape strategy, run operations, and scale a customer-centric function in a remote-first setup. You’ll lead incident response, drive automation, and collaborate across Product, Engineering, and Samsung to deliver world-class service.

The role reports to the COO and requires building trusted relationships across teams, turning customer feedback into actionable insights, and ensuring operational excellence at scale.

Qualifications

• Significant experience leading Customer Operations or similar
• Experience designing operating models, processes, and tooling to improve customer experience and efficiency
• Proven ability to apply AI and automation to streamline operations and drive impact
• Experience building scalable support organizations in a fast-moving tech environment

Responsibilities

• Lead a high-performing Customer Operations team and act as a senior functional leader
• Evolve operational model, processes, tooling, and organization for Samsung partnership
• Advance automation and tooling to support scalable, high-quality customer support
• Ensure products are ready for launch with robust support processes and docs
• Own incident management, communications, and post-incident reviews
• Build and maintain relationships with external platform partners
• Evolve Voice of Customer to influence product and engineering decisions
• Partner with Samsung to strengthen collaboration and joint processes

Skills

Leadership

Cross-functional leadership

AI & automation

Data-driven decisions

Tools

ServiceNow

Zendesk

Job description

Samsung Food (Whisk) is seeking a Head of Customer Operations to shape strategy, run operations, and scale a customer-centric function in a remote-first setup. You’ll lead incident response, drive automation, and collaborate across Product, Engineering, and Samsung to deliver world-class service.

The role reports to the COO and requires building trusted relationships across teams, turning customer feedback into actionable insights, and ensuring operational excellence at scale.