Director e-Commerce Customer Service Operations

Position Summary

Role and Responsibilities

R93862  Director E-Commerce Customer Service Operations     Ridgefield Park NJ

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” that push boundaries and defy barriers. The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA’s ENERGY STAR® Corporate Commitment Partner, SEA is dedicated to positively impacting the environment through its eco-conscious products, practices, and operations.

People | Excellence | Change | Integrity | Co-prosperity
 

Samsung’s vision is to create a best-in-class customer experience for customers shopping on Samsung.com and the Samsung app Shop, which will be the most strategically important channels for the company. Our desire is to be known by consumers as the ‘go to’ destination to buy Samsung products, where one can get best-in-class E-commerce shopping and customer service experience.  We seek a Director of Customer Service Operations to run, re-engineer, and improve the function overall.  In this role, you will manage, govern, and optimize a network of service providers, define customer service policies, set and track KPIs, and work cross-functionally with E-Commerce Business and Engineering teams to drive improvements in the quality of service we provide to the customers.  Our ideal candidate prioritizes customer experience and the customer journey in their strategic approach, aggressively recommends change, brings process innovation, and possesses a strong sense of ownership. 

Responsibilities:

• Lead the development and implementation of E-Commerce customer service strategy and its operational execution that delivers value to Samsung.com customers, results in a reduction of customer contacts, and creates better customer experience overall
• Own eCommerce customer satisfaction Net Promoter Scores, customer satisfaction, and other key operational metrics, ensuring that resources are rapidly dispatched, trained, and enabled with tools to resolve customer issues in the “first time right.”
• Identify the largest areas of opportunity to improve customer experience, reduce contacts cost of service, and work with E-Commerce Product and Engineering teams to design and implement solutions
• Partner with SEA Customer Service Division to manage a sizable team of customer service representatives across multiple vendors
• Efficiently optimize service levels; identifying and solving for gaps in coverage and evaluating service providers
• Provide governance to customer service vendors; ensure adherence to new policies and procedures
• Manage content and training teams to ensure agents understand how to operate with our tools and processes effectively and that the information required to resolve customer issues is easily accessible
• Own a regular analysis cadence for customer contact reasons and track key performance metrics
• Establish and manage relationships with key internal and external stakeholders (Supply Chain Management, Fulfilment, E-Commerce business management, Product Support, etc.)

Skills and Experience:

• Bachelor's Degree with 15+ years of directly related experience in field service or service network operations (ideally dispatching technicians into a customer's home)
• Experience leading a customer service function of an E-commerce, Retail or Consumer Electronics company
• Demonstrated ability to balance operations and implement strategic/innovative solutions
• Project and program management expertise
• Team/People management inclusive of both day-to-day coaching with an emphasis on career development
• Demonstrated competency in persuasive communication skills using both oral and written modes for internal and external personnel at all management and staff organizational levels to obtain critical project decisions
• Plan, organize, and prioritize multiple complex assignments and projects
• Read and interpret detailed and complex technical documentation
• The ability to lead a team of employees to a common goal