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) customersDevelop key performance measurements that provide focus on the factors that drive improvements in quality, efficiency, and customer satisfactionImprove service operations by establishing strategies, process checking, and auditsLeverage 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 insightsEstablish mechanisms that foster ownership, compliance, and accountability at the network, site, team, and Customer Service Associate levelsCollaborate with BPO partners, Fulfilment, Engineering and Delivery partners to improve experience for Consumers and Business (B2B) CustomersHire and develop the best associates in key areas such as quality, training, forecasting, and workforce planningLead a small team internally

Skills and Qualifications

Minimum Qualifications

Bachelor’s Degree required.  MBA preferred8+ years of total operational leadership experience in customer-centric organizations, of which at least five years were in customer service operationsOwnership of CS Operations in the previous role with a track record of delivering resultsProven ability to influence and performance manage third-party vendors remotely while creating urgency to resolve identified issues and opportunitiesBackground in building and scaling rapidly growing customer service teams in multiple countriesHas deep, in-depth experience in traditional and emerging channels – phone, email, chat, text, and social mediaDetail-oriented with a strong track record of process development and executionStrong problem-solving skills and an ability to motivate and inspire large teams spread over a geographically dispersed areaDemonstrated passion for continuous improvement, hungry to make step improvements, not averse to rolling up their sleeves, and able to balance ‘task & people’ orientationA strong bias for action with a high sense of urgency to resolve customer-impacting issuesProven ability to build and execute customer-centric strategiesExperience managing direct reports, multiple departments, and creating accountability across large and small teamsExcellent track record of issue identification and rapid resolution of core issuesExperience managing relationships with large vendors providing critical business servicesExceptional problem-solving skills and good working capability with ExcelDemonstrated ability to hire and develop high-performing teams of operationsExperience developing in-house platforms for internal processesWorking knowledge of Zendesk, Sprinklr, Tableau, Genesis, Jira, sales portal, and or other contact management systems

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At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.

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Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.