Location: 6625 Excellence Way, Plano, TX, USA
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 and Responsibilities
We seek an experienced and effective Operations Manager to oversee and improve the eCommerce Customer Service Operations teams handling Executive Escalations for consumers and business customers. In this role, you will manage and optimize our efforts to grow Samsung.com and Samsung.com/business. You will also help streamline our customer service process and policies. This includes improving ‘our contact’ us options, customer-facing content, customer satisfaction, and overall experience. Our ideal candidate prioritizes customer experience and sales, aggressively recommends and implements change, and possesses a strong sense of ownership.
Position Objectives
Lead onshore Vendor Partner who handle Samsung B2C and B2B customer escalations to
BBB (Better Business Bureau)
Emails to CEO
Attorney General
Small Claims
Internal VIP Escalations
VOC Emails
Lead Special programs working in collaboration with Fulfilment to reduce Return rates and with Risk/Fraud team to achieve sales conversion for False positive cancelled orders
Provide leadership to our global operational support partners to assure consistent and timely delivery of best-in-class customer service across multiple channels with a focus in Samsung.com/Business (B2B) customers
Lead Quality Assurance for partners including AI enabled Quality efforts
Develop key performance measurements that provide focus on the factors that drive improvements in quality, efficiency, and customer satisfaction
Improve service operations by establishing strategies, process checking, and audits
Leverage insights gathered from our customers that improve the customer experience. Elevate the voice of the customer throughout the organization to guide the development of programs that reduce contacts, lower concessions, reduce friction, and improve insights
Establish mechanisms that foster ownership, compliance, and accountability at the network, site, team, and Customer Service Associate levels
Collaborate with BPO partners, Fulfilment, Engineering and Delivery partners to improve experience for Consumers and Business (B2B) Customers
Lead a small team internally
Skills and Qualifications
Minimum Qualifications:
Job description provided by Samsung.
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