Senior Service Operations Lead

Samsung Electronics America; Plano (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Samsung Electronics America, Inc. (SEA) is seeking a Sr. Specialist, Service Operations to elevate service operations through strategic process checks, field auditing, and KPI management.

You will survey customer satisfaction, coordinate with multiple departments, and oversee external partners to ensure efficient service delivery. The role emphasizes governance of vendor performance, cost control, and nationwide service coverage, supporting improvements across product lines and service

Qualifications

• Vendor/partner management experience with outsourcing partners.
• Experience handling SLAs and regulatory compliance for outsourced teams.
• Background in managing complex partner operations

Responsibilities

• Oversees outsourcing partners' performance, financial oversight and compliance.
• Reviews progress on service-related goals achieved via strategy.
• Assesses vendor payments and resolves related issues.
• Manages KPI performance across business units.
• Leads customer satisfaction surveys and shares results for improvements.
• Acts as gatekeeper for nationwide CE service coverage and cost control.
• Ensures network has adequate coverage through Regional Service Manager collaboration.
• Monitors region and service center performance to reduce costs and boost satisfaction.

Skills

Vendor/Partner Management

BPO relationships

SLAs & regulatory compliance

Education

Bachelor’s Degree

Job description

Samsung Electronics America, Inc. (SEA) is seeking a Sr. Specialist, Service Operations to elevate service operations through strategic process checks, field auditing, and KPI management.

You will survey customer satisfaction, coordinate with multiple departments, and oversee external partners to ensure efficient service delivery. The role emphasizes governance of vendor performance, cost control, and nationwide service coverage, supporting improvements across product lines and service