Post-Purchase Ops Leader: CX, AI & BPO

Bzpp

United States

On-site

USD 120,000 - 180,000

Full time

5 days ago

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Employee Purchase Program

Tuition Assistance

Job summary

Samsung Electronics America, Inc. is seeking an Operations Manager for Post-Purchase Customer Service. You will own the day-to-day post-purchase experience, manage KPI performance, and lead BPO partnerships to deliver world-class service at scale.

The role requires 7+ years in customer service leadership, a college degree, and experience with IT or digital transformation in a contact center or ecommerce environment. A cross-functional, data-driven approach is essential.

Qualifications

7+ years in a customer service leadership role within contact center operations.
College degree in a relevant discipline.
Experience participating in IT or digital transformation projects within a contact center or ecommerce environment.
Training design and enablement experience.
Familiarity with workforce management tools and methodologies.

Responsibilities

Own BPO relationships and vendor performance at scale, holding partners accountable to service levels, quality, and cost targets.
Build, develop, and retain diverse, high-performing teams — setting a bar for performance.
Drive KPI performance: CSAT, NPS, FCR, AHT, and Save the Return conversion, and translate data into action.
Lead strategic planning and execution balancing customer experience with cost and efficiency.
Modernize through technology and AI using contact center tools and analytics.