Customer Service Operations Manager

Samsung
Plano
Workplace: OnsiteFull timeFunction: Business OperationsEducation: bachelorsSkills: ["Ownership","Problem-solving","Process development","Continuous improvement","Leadership"]

Oversee and improve eCommerce customer service operations for executive escalations across Samsung.com and Samsung.com/business. Lead onshore vendor partners and global operational support partners, drive QA (including AI-enabled quality), and establish KPIs to improve quality, efficiency, and customer satisfaction. Streamline processes and policies, reduce returns and false-positive cancelled orders, and elevate customer insights to build programs that lower contacts and concessions.

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FursaFursa
Samsung
Samsung
5 days ago

Customer Service Operations Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Oversee and improve eCommerce customer service operations for executive escalations across Samsung.com and Samsung.com/business. Lead onshore vendor partners and global operational support partners, drive QA (including AI-enabled quality), and establish KPIs to improve quality, efficiency, and customer satisfaction. Streamline processes and policies, reduce returns and false-positive cancelled orders, and elevate customer insights to build programs that lower contacts and concessions.
Location: Plano
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Lead and optimize eCommerce customer service operations for consumer and business executive escalations.
  • •Manage and improve performance of onshore vendor partners handling escalations (e.g., BBB, CEO emails, attorney general, small claims, VIP and VOC emails).
  • •Lead special programs with Fulfilment and Risk/Fraud to reduce return rates and improve sales conversion for false-positive cancelled orders.
  • •Provide leadership to global operational support partners to deliver consistent, timely customer service across multiple channels (with a focus on B2B customers).
  • •Establish QA, KPIs, and operational strategies (including audits) and use customer insights to reduce contacts, lower concessions, reduce friction, and improve the customer experience.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife Insurance401kPaid LeaveTuition AssistanceStudent LoanWellness StipendEmployee Purchase

Key Requirements

  • •Bachelor’s Degree required; MBA preferred.
  • •8+ years of operational leadership experience in customer-centric organizations, including at least 5 years in customer service operations for B2C and B2B.
  • •Experience leading teams handling executive escalations (Tier 2 / Tier 3).
  • •Proven ability to influence and performance manage third-party vendors remotely while driving urgency to resolve issues.
  • •Strong working capability with Excel and PowerPoint; working knowledge of Sprinklr, Tableau, Jira, and/or other contact management systems.
Experience:B2CB2BCustomer serviceOperations leadership
Education:Bachelor's
Skills:OwnershipProblem-solvingProcess developmentContinuous improvementLeadership
Tech Stack:ExcelPowerPointSprinklrTableauJiraSales portalPhoneEmailChatSMSSocial media

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Samsung
Global conglomerate known for consumer electronics, home appliances, semiconductors, displays, and mobile devices. Designs and manufactures a wide range of products and solutions for consumers, enterprises, and industrial customers worldwide.
Industry: Conglomerates & Holding Companies
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Seoul, South Korea
Founded: 1938
Glassdoor
Glassdoor: 3.7
WebsiteLinkedIn