Senior Service Operations & Vendor Performance Lead

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

Benefits offered by this job

Medical

Dental

Vision

401(k)

Employee Purchase Program

Tuition Assistance

Paid Time Off

Student Loan Program

Wellness Incentives

Bonus

Job summary

Samsung Electronics America, Inc. in Plano, TX, is seeking a Sr. Specialist, Service Operations to strengthen service delivery by establishing strategies, process checks and field auditing, while leading KPI tracking across the service network.

You will oversee outsourcing partners, review payments and cost controls, and drive customer satisfaction through cross-functional collaboration with regional service teams.

Qualifications

• Bachelor’s degree required with 4+ years of related experience.
• Experience managing service operations and outsourcing vendors.
• Strong analytical and process improvement skills.

Responsibilities

• Oversees outsourcing partners and performance monitoring.
• Review progress on service-related goals with strategy.
• Examine vendor payments and resolve issues.
• Manage KPI performance against goals.
• Conduct customer satisfaction surveys.
• Gatekeeper for nationwide CE service coverage and cost controls.
• Ensure network has adequate coverage through collaboration.
• Monitor region and service center performance to reduce costs.

Skills

Vendor/Partner Management

BPO Relationships

SLA Management

Education

Bachelor’s Degree

Job description

Samsung Electronics America, Inc. in Plano, TX, is seeking a Sr. Specialist, Service Operations to strengthen service delivery by establishing strategies, process checks and field auditing, while leading KPI tracking across the service network.

You will oversee outsourcing partners, review payments and cost controls, and drive customer satisfaction through cross-functional collaboration with regional service teams.