Senior Specialist, Services Operations

Samsung Electronics Perú; Plano (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

401(k)

Employee Purchase Program

Tuition Assistance

Paid Time Off

Student Loan Program

Wellness Incentives

MBO bonus

Job summary

Samsung Electronics America, Inc. is seeking a Senior Specialist, Service Operations in Plano, TX.

The role focuses on improving service operations by establishing strategies, process checks, and field audits, while managing internal KPIs, service marketing investments, and field manuals for the subsidiary and partners. You will survey customer satisfaction results, collaborate with related departments to address weaknesses, and monitor external outsourcing partners for performance, cost, and

Qualifications

• Bachelor’s Degree with 4+ years of directly related experience.
• Experience managing vendor/partner relationships and back-office operations.
• Experience with service levels and regulatory compliance for outsourced teams.

Responsibilities

• Review progress on service-related goals and develop strategies to achieve them.
• Monitor and manage performance KPIs across service operations.
• Oversee outsourcing partners, payment accuracy, and cost control.
• Lead customer satisfaction surveys and drive improvements across departments.
• Gatekeeper for nationwide service coverage to minimize delays and costs.

Skills

Vendor/Partner Management

SLAs management

Regulatory compliance

Education

Bachelor’s Degree

Job description

Position Summary

Position Summary This role is not eligible for immigration sponsorship Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we’re creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd. To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.

Role & Responsibilities

This Sr. Specialist, Service Operations role is focused on improving service operation by establishing strategies, process checking and field auditing as well as by managing internal key performance index, service marketing investment and working manual for field (subsidiary and etc.).

This role will carry out a survey of customer satisfaction and share the result with related department to improve the weakness through cooperation.

Oversees external outsourcing partners, performance monitoring, financial oversight, and compliance enforcement.

• Review progress on service-related goals which are achieved with a developed strategy.
• Examine processes regarding internal and external vendors' payment amounts and resolve issues which were pointed out.
• Manage performance compared to goals for KPI (Key Performance Indicator) of each business.
• Participate in conducting survey on customer satisfaction by product and service satisfaction.
• Act as gatekeeper for CE service nationwide coverage to reduce service delays [satisfaction] and ASC not available exchange and refund [cost], which includes approving service center zip code, grade and volume change request.
• Ensure network has sufficient primary, secondary and tertiary coverage options through Regional Service Manager collaboration.
• Monitor region and service center performance, including decline, cancellations, and exchange/refund, to sustain network health, improve customer satisfaction, and reduce operational cost.

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Skills and Qualifications

Preferred Qualifications:

• Vendor/Partner Management
• Handling high-stakes contact center or back-office BPO relationships.
• Background in managing service level agreements (SLAs), and regulatory compliance for outsourced teams.

Minimum Qualifications:

• Bachelor’s Degree with 4+ years of directly related experience required.

Benefits @ Samsung

Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 12 months), Paid Time Off, Student Loan Program (after 12 months), Wellness Incentives, and many more.

In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.

Reasonable Accommodations for Qualified Individuals with Disabilities

During the Application Process Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process.

If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or [e-mail] for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.

At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.

Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.

Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, and network systems, and the entire semiconductor industry with our memory, system LSI, foundry, and LED solutions. Samsung is also leading in the development of the Internet of Things through, among others, our Smart Home and Digital Health initiatives. Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth.

To discover more, please visit our official newsroom at (https://news.samsung.com/global/).