Customer Service Operations Manager

Position Summary

This role is not eligible for immigration sponsorship

Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States-investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we're creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd.

To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.

Role and Responsibilities

Our Contact Center Care team sits at the center of that promise. We're the voice customers hear after they've already said yes to Samsung - and the team responsible for making sure that trust holds up. If you want your work to show up directly in how millions of people experience one of the world's most recognized brands, this is that kind of role.

The Operations Manager, Post-Purchase Customer Service owns the day-to-day performance of our ecommerce (ECOM) post-purchase experience - the moment a customer has a question, an issue, or a need after they've already bought. You'll manage KPI performance, lead BPO and vendor partnerships, and build the operational muscle that lets us deliver world-class service at scale.

This hands-on role carries a clear mandate: fewer customers need to contact us in the first place, the ones who do have a better experience, and we deliver it all more efficiently. Success is measured in contact reduction, NPS and CSAT improvement, and a lower cost to serve - not activity for its own sake. Because this team supports customers around the clock, you'll need to be comfortable with the rhythms of a 24/7 operation while we work hard to protect your own time off the clock.

Position Objective

• Own BPO & Vendor Performance: Manage BPO relationships and vendor performance at scale, holding partners accountable to service levels, quality, and cost targets while strengthening the partnership day to day.
• Build and Lead High-Performing Teams: Build, develop, and retain diverse, high-performing teams - setting a bar for performance and creating an environment where people want to do their best work.
• Drive KPI Performance: Own the operational metrics that matter - CSAT, NPS, FCR, AHT, and Save the Return conversion - and translate performance data into clear action.
• Lead Strategic Planning & Execution: Set and execute an operational strategy for the post-purchase experience that balances customer experience, cost, and efficiency.
• Modernize Through Technology & AI: Apply deep knowledge of contact center technologies and best practices - including AI tools such as virtual agents, automation, and analytics platforms - to improve how the operation runs.
• Communicate with Impact: Translate operational complexity into executive-level insight, communicating clearly with stakeholders across every level of the business.
• Solve Problems with Urgency: Diagnose root causes quickly using strong analytical judgment, and drive solutions with the pace this business demands.
• Bring a Strong Foundation: Hold a bachelor's degree in Business, Operations, Communications, Management, or a related field (equivalent professional experience will be considered).

Skills and Qualifications

Minimum Qualifications:

• Experience: 7+ years in a customer service leadership role within contact center operations, ideally in ecommerce operations.
• Education: College degree in a relevant discipline.
• Transformation Experience: Experience participating in IT or digital transformation projects within a contact center or ecommerce environment.
• Training & Enablement: Familiarity with contact center training design and delivery.
• Workforce Management: Experience with workforce management (WFM) tools and methodologies.

Preferred Qualifications:

• Background in IT, platform development, or app-based product experience, preferred.
• Prior experience in the consumer electronics or technology industry.

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Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/

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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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 (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.