Customer Service Operations Manager

Position Summary

Role and Responsibilities

We seek an experienced and effective Operations Manager to oversee and improve the eCommerce Customer Service Operations teams handling Executive Escalations 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.

Position Objectives

• Lead onshore Vendor Partner who handle Samsung B2C and B2B customer escalations to
  • BBB (Better Business Bureau)
  • Emails to CEO
  • Social Media
  • Attorney General
  • Small Claims
  • Internal VIP Escalations
  • VOC Emails
• Lead Special programs working in collaboration with Fulfilment to reduce Return rates and with Risk/Fraud team to achieve sales conversion for False positive cancelled orders
• 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) customers
• Lead Quality Assurance for partners including AI enabled Quality efforts
• Develop key performance measurements that provide focus on the factors that drive improvements in quality, efficiency, and customer satisfaction
• Improve service operations by establishing strategies, process checking, and audits
• Leverage 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 insights
• Establish mechanisms that foster ownership, compliance, and accountability at the network, site, team, and Customer Service Associate levels
• Collaborate with BPO partners, Fulfilment, Engineering and Delivery partners to improve experience for Consumers and Business (B2B) Customers
• Lead a small team internally

Skills and Qualifications

Minimum Qualifications:

• Bachelor’s Degree required.  MBA preferred
• 8+ years of total operational leadership experience in customer-centric organizations, of which at least five years were in customer service operations for B2C and B2B
• Experience in leading teams handling Executive Escalations (Tier 2 / Tier 3) preferred
• Ownership of CS Operations in the previous role with a track record of delivering results
• Proven ability to influence and performance manage third-party vendors remotely while creating urgency to resolve identified issues and opportunities
• Background in building and scaling rapidly growing customer service teams in multiple countries
• Has deep, in-depth experience in traditional and emerging channels – phone, email, chat, SMS, and social media
• Detail-oriented with a strong track record of process development and execution
• Strong problem-solving skills and an ability to motivate and inspire large teams spread over a geographically dispersed area
• Demonstrated passion for continuous improvement, hungry to make step improvements, not averse to rolling up their sleeves, and able to balance ‘task & people’ orientation
• A strong bias for action with a high sense of urgency to resolve customer-impacting issues
• Proven ability to build and execute customer-centric strategies
• Experience managing direct reports, multiple departments, and creating accountability across large and small teams
• Excellent track record of issue identification and rapid resolution of core issues
• Experience managing relationships with large vendors providing critical business services
• Exceptional problem-solving skills and good working capability with Excel & PowerPoint
• Experience developing in-house platforms for internal processes
• Working knowledge of Sprinklr, Tableau, Jira, sales portal, and or other contact management systems

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Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/

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 12 months), Paid Time Off, Student Loan Program (after 12 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.

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