Sales Manager, E-Commerce Sales Operations

4 weeks ago

Ridgefield Park, New Jersey, United States Samsung Electronics Full time
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 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
  • Project and program management expertise.
  • 5+ years of experience with ticketing and CS contact management systems such as Zendesk, and Sprinklr as well as experience with support systems for contact centers such as QA, work force management, etc.
  • Must have knowledge of website and digital contact channels such as virtual assistant, chat, SMS, social, etc

Other Professional Attributes
  • Familiarity with contact center operations and the key performance indicators they leverage
  • Demonstrated competency in persuasive communication skills using both oral and written modes for internal and external personnel plus experience in negotiations
  • Plan, organize and prioritize multiple complex assignments and projects.
  • Ability to work in a team environment, in order to achieve personal and project team goals and to complete projects within established time frames.
  • Experience working in a large, complex, global organization where collaborating across boundaries and leading through influence are keys to success

#LI-JL1
Life @ Samsung -
Benefits @ Samsung -
Regular full-time employees (salaried or hourly) have access to benefits including Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 6 months), Paid Time Off, Student Loan Program (after 6 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation based on company, division, and individual performance.

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.
  • Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.

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 or for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.

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