Head of eCommerce Customer Service Operations

Samsung; Plano (TX); Sur place; USD 120 000 - 160 000; Plein temps

Résumé du poste

Samsung Electronics America, Inc. seeks an experienced Operations Manager to lead eCommerce Customer Service Operations and Executive Escalations for consumers and business customers.

You will optimize our contact channels, content, and policies to boost satisfaction and sales on Samsung.com and Samsung.com/business. You will manage onshore vendors, drive cross-functional collaboration with Fulfilment, Risk/Fraud, and Engineering, and develop KPIs to improve quality, efficiency and customer

Qualifications

• Bachelor's Degree required; MBA preferred.
• 8+ years of operational leadership in customer service (B2C/B2B).
• Experience handling Executive Escalations (Tier 2/3) preferred.
• Proven ability to manage third-party vendors remotely and drive results.
• Experience scaling customer service teams across multiple countries.

Responsabilités

• Oversee eCommerce Customer Service Operations and Executive Escalations.
• Lead onshore vendor partners handling B2C/B2B escalations to BBB and other channels.
• Improve contact options, content, CS processes, and policy alignment.
• Develop KPIs and drive improvements in quality, efficiency, and customer satisfaction.
• Collaborate with Fulfilment, Risk/Fraud, Engineering and Delivery teams to enhance customer experience.

Connaissances

Customer service leadership

Vendor management

Process improvement

Cross-functional collaboration

Executive escalations

Formation

Bachelor's Degree

MBA

Outils

Excel

PowerPoint

Sprinklr

Tableau

Jira

Description du poste

Samsung Electronics America, Inc. seeks an experienced Operations Manager to lead eCommerce Customer Service Operations and Executive Escalations for consumers and business customers.

You will optimize our contact channels, content, and policies to boost satisfaction and sales on Samsung.com and Samsung.com/business. You will manage onshore vendors, drive cross-functional collaboration with Fulfilment, Risk/Fraud, and Engineering, and develop KPIs to improve quality, efficiency and customer