Head of eCommerce Customer Experience & Operations
Bzpp
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Job summary
Samsung Electronics America, Inc. seeks an experienced Operations Manager to lead eCommerce Customer Service Operations teams focused on Executive Escalations for consumers and business customers.
You will oversee process improvements for Samsung.com and Samsung.com/business, streamline policies, and elevate customer experience with a strong sense of ownership. The role requires 8+ years in operations leadership in customer service, B2C/B2B, and hands-on vendor management with third-party
Qualifications
- Bachelor's degree required; MBA preferred.
- 8+ years of operational leadership experience in customer-centric organizations.
- Experience with Executive Escalations (Tier 2/3) and vendor management.
- Proven ability to influence and manage third-party vendors remotely.
Responsibilities
- Oversee eCommerce Customer Service Operations teams handling Executive Escalations.
- Lead onshore vendor partners handling B2C and B2B escalations across channels.
- Improve contact options, content, satisfaction, and overall experience.
- Develop KPIs and QA processes; drive continuous improvement and ownership.
Skills
Education
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Job description
Samsung Electronics America, Inc. seeks an experienced Operations Manager to lead eCommerce Customer Service Operations teams focused on Executive Escalations for consumers and business customers.
You will oversee process improvements for Samsung.com and Samsung.com/business, streamline policies, and elevate customer experience with a strong sense of ownership. The role requires 8+ years in operations leadership in customer service, B2C/B2B, and hands-on vendor management with third-party
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