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Senior Operations Leader for Customer Service Excellence

3 months ago

Brewster, Minnesota, United States Samsung Electronics Full time

Position Overview: We are seeking a Senior Operations Leader to enhance and oversee our Customer Service Operations for both consumer and business segments.

Company Background: Samsung Electronics America, Inc. (SEA) is a premier innovator in consumer electronics, providing a diverse array of digital products, mobile devices, and home appliances. Our eCommerce Customer Service Team is dedicated to delivering exceptional customer experiences.

Key Responsibilities:

  • Lead and manage global operational support teams to ensure the delivery of outstanding customer service across various channels.
  • Develop and implement key performance indicators that drive improvements in quality, efficiency, and customer satisfaction.
  • Enhance service operations through strategic planning, process evaluations, and audits.
  • Utilize customer insights to refine the customer experience and promote initiatives that reduce friction and enhance satisfaction.
  • Establish accountability mechanisms at all levels to ensure compliance and ownership.
  • Recruit and nurture top talent in critical areas such as quality assurance, training, and workforce management.
  • Supervise a dedicated internal team.

Qualifications:

  • Bachelor's Degree required; MBA preferred.
  • Over 8 years of operational leadership experience in customer-focused organizations, with a minimum of 5 years in customer service operations.
  • Proven track record of managing customer service operations and achieving measurable results.
  • Experience in influencing and managing third-party vendors remotely.
  • Background in building and scaling customer service teams across multiple regions.
  • In-depth knowledge of various communication channels including phone, email, chat, and social media.
  • Detail-oriented with a strong history of process development and execution.
  • Exceptional problem-solving abilities and a talent for motivating geographically dispersed teams.
  • Demonstrated commitment to continuous improvement and a proactive approach to resolving customer issues.
  • Experience in managing relationships with significant vendors providing essential services.
  • Proficient in Excel and familiar with customer management systems.

Company Commitment: At Samsung, we believe in fostering an inclusive culture and a diverse workforce. We are dedicated to creating a global team where everyone has equal opportunities and can thrive.