Operations Manager, Customer Service Operations (B2B, B2C)

Position Summary

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. 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 an eleven-time winner of EPA’s ENERGY STAR® Partner of the Year Award for Sustained Excellence, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices and operations.

People | Excellence | Change | Integrity | Co-prosperity

Role and Responsibilities

Role & Responsibilities

At Samsung, you will have the opportunity to work with some of the smartest people on the planet to define and launch great products. This role demands an extremely customer-centric mindset, a strong analytical mind, an appetite for innovation, a data-centric attitude, and a can-do attitude. You will be working closely with product, engineering, business, marketing, and other cross-functional groups to create best-in-class customer experiences on Samsung.com and native apps for our customers. Sounds Interesting? Apply Now.

We seek an Operations Manager to oversee and improve the eCommerce Customer Service Operations teams 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.

• 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
• 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
• Hire and develop the best associates in key areas such as quality, training, forecasting, and workforce planning
• Lead a small team internally

Skills and Qualifications

Minimum Qualifications

• Bachelor’s Degree required.  MBA preferred
• 8+ years of total operational leadership experience in customer-centric organizations, of which at least five years were in customer service operations
• Ownership of CS Operations in the previous role with a track record of delivering results
• Proven ability to influence and performance manage third-party vendors remotely while creating urgency to resolve identified issues and opportunities
• Background in building and scaling rapidly growing customer service teams in multiple countries
• Has deep, in-depth experience in traditional and emerging channels – phone, email, chat, text, and social media
• Detail-oriented with a strong track record of process development and execution
• Strong problem-solving skills and an ability to motivate and inspire large teams spread over a geographically dispersed area
• Demonstrated passion for continuous improvement, hungry to make step improvements, not averse to rol