Sales Manager, E-Commerce Sales Operations

Position Summary

Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies and has become recognized as one of the top 10 global brands. Samsung is currently ranked #2 on Forbes’ “Most Reputable Tech Companies” for 2016 and #6 on Interbrand’s "Best Global Brands” list for 2017.Our network extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. As a result of our commitment to innovation and unique design, the Samsung organization is one of the most decorated brands in the electronics industry.

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a recognized innovative leader in consumer electronics, mobile devices and enterprise solutions. A wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA is pushing beyond the limits of today’s technology and providing consumers and organizations with a portfolio of groundbreaking products in appliances, home entertainment, Internet of Things, mobile computing, smartphones, virtual reality, wireless infrastructure and wearables, in addition to offering leading content and services related to mobile payments, 360-degree VR video, customer support and more. Samsung is a pioneering leader in smartphones and HDTVs in the U.S. and one of America’s fastest growing home appliance brands.


People | Excellence | Change | Integrity | Co-prosperity

Role and Responsibilities

Samsung’s vision is to create a best in class customer experience for customers shopping on Samsung.com and Shop Samsung app, 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 an eCommerce Customer Service Manager of Programs to help build, run, and improve the eCommerce customer service operation overall.  In this role, you will manage and optimize our effort improve the customer and agent experience.  This includes improving the used across channels including voice, chat, SMS, social media, mobile messaging, etc.  This role will play a key role in setting the strategy for team, improving on KPIs, and looking ahead at emerging technologies such as AI.  Additionally, this role will be key in improving our overall Net Promoter Scores (NPS) for the site so working cross-functionally is critical trait needed to be successful in this role.  Our ideal candidate prioritizes innovation, and customer experience, aggressively recommends change, and possesses a strong sense of ownership.

Role & Responsibilities

• Works with internal and external partners to manage both voice and digital platforms related to eCommerce customer interactions with a goal of reducing costs, improving insights, and elevating the overall agent and customer experience
• Work with the leadership team to define the overarching strategy, define success metrics, and the long-term plan/roadmap for customer support
• Manage strategy and execution of voice, messaging, SMS, social channels, and proactive customer engagement identifying new channel opportunities for customer support.
• Work closely with senior business leaders across Samsung including Product, Contact Center, Content, Engineering and vendors to create and implement integrated service strategies that increase customer value and to ensure digital channels are operationalized appropriately; always keeping the customer experience in mind.
• Work with external platform solution provider(s) to collaborate and define roadmap for innovation and enhancement
• Analyze data to identify customer experience gaps and contact center agent performance opportunities
• Stay abreast of ever-evolving customer behaviors and industry trends
• Assist in business case development, project plans, presentations, and communication plans to leadership and key stakeholders.

Skills and Qualifications

Experience Requirements

• Bachelor's Degree with 5+ years of directly related experience
• P