Senior Director, eCommerce Customer Care and Sales Operations

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. 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 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

The Senior Director of Customer Service and Sales Operations plays a vital role in overseeing and managing the Customer Service and ePro Sales Operations departments, ensuring efficient and effective service delivery to customers. They are responsible for developing and implementing strategies to enhance customer satisfaction, increase sales, and improve overall operational performance. By coordinating with cross-functional teams and analyzing data, they make informed decisions regarding resource allocation, process optimization, and policy development. Their ultimate goal is to drive revenue growth and exceed customer expectations. 

This role 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 balancing with revenue maximization and profit optimization; aggressively recommends change; and brings process innovation, and possesses a strong sense of ownership. 

• Lead development, implementation, execute and manage the customer service and sales operations department, ensuring efficient and effective service delivery to customers.
• Develop and implement strategies to enhance customer satisfaction, increase sales, and improve overall operational performance.
• Own E-Commerce customer satisfaction and other key operational metrics, ensuring that resources are rapidly dispatched, trained and enabled with tools to resolve customer issues the “first time right.”
• Coordinate with cross-functional teams, including marketing, finance, legal and engineering, to align customer service and sales operations with overall business goals.
• Analyze data and metrics to identify areas for improvement and make informed decisions regarding resource allocation, process optimization, and policy development.
• 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.
• Monitor and track KPIs such as response times, resolution rates, and customer feedback to assess the quality of customer service and sales operations.
• Continuously evaluate and update processes, technologies, and systems to meet changing business needs and enhance overall performance.
• Manage vendor relationships and negotiate contracts to secure favorable terms and pricing for outsourced services.
• Ensure compliance with regulatory requirements and industry standards for customer service and sales operations.
• Lead and motivate a team of customer service and sales operations professionals, providing training, mentoring, and career development opportunities.
• Establish and manage relationships with key internal and external stakeholders (Supply Chain Management, Fulfilment, E-Commerce business management, Product Care/CS division, etc.)
• Manage NPS across key e-commerce touchpoints from website navigation, product information, purchase experience, delivery & installation and customer service. 
• Reduce returns via Save the Returns actions and control measures for optimizing between profitability and C-Sat. 
• Lead the operational execution of the e-Commerce sales strategy that delivers value to Samsung.com customers, results in increased sales and creates better overall customer experience.
• Effectively leverages d