Ecommerce Customer Service Operations Leader

Samsung Electronics America

Plano (TX)

On-site

USD 110,000 - 170,000

Full time

4 days ago

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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.