Customer Service Operations Manager

Samsung Electronics America; Plano (TX); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

401(k)

Employee Purchase Program

Tuition Assistance

Paid Time Off

Student Loan Program

Wellness Incentives

Job summary

Samsung Electronics America seeks an experienced Operations Manager to oversee eCommerce Customer Service Operations, focusing on executive escalations for consumers and business customers. You will drive improvements in contact options, content, satisfaction, and overall experience.

You will lead onshore partner vendors, streamline processes, and collaborate across Fulfilment, Risk, and Engineering to achieve higher sales conversion and lower return rates. A strong ownership mindset is required.

Qualifications

• Bachelor’s degree required; MBA preferred.
• 8+ years of total operational leadership experience in customer-centric organizations.
• Experience in leading teams handling Executive Escalations (Tier 2/3).
• Experience managing direct reports and vendor relationships; proven change leadership.

Responsibilities

• Oversee and improve the eCommerce Customer Service Operations teams handling Executive Escalations for consumers and business customers.
• Lead onshore vendor partners handling Samsung.com B2C and B2B customer escalations and collaborate with Fulfilment to reduce returns.
• Develop and monitor KPIs to improve quality, efficiency, and customer satisfaction.
• Collaborate with BPO partners, Fulfilment, Engineering and Delivery to improve customer experience across channels.

Skills

Operations leadership

Customer service operations

Executive escalations

Vendor management

Process improvement

Data analysis

Excel

PowerPoint

Sprinklr

Tableau

Jira

Sales portal

Education

Bachelor's Degree

MBA

Tools

Sprinklr

Tableau

Jira

Sales portal

Job description

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. To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.

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 #LI-Onsite #LI-BC1

Benefits

• 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

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.

Regular full‑time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.

Life @ Samsung

Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/

Company Culture

At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.

Equal Employment Opportunity

Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.

Reasonable Accommodations

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 [e-mail] for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.

Legal Notice

* Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here.

Additional Information

Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, and network systems, and the entire semiconductor industry with our memory, system LSI, foundry, and LED solutions. Samsung is also leading in the development of the Internet of Things through, among others, our Smart Home and Digital Health initiatives. Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. To discover more, please visit our official newsroom at https://news.samsung.com/global/.

Benefits @ Samsung

Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/