Operations Manager, Customer Service Operations (B2B, B2C)

Samsung - Ridgefield Park, NJ

Full-time - Mid Level

Ridgefield Park, NJ

5,001-10,000 employees

Merchant Wholesalers, Durable Goods

About the position

The Operations Manager for Customer Service Operations at Samsung Electronics is responsible for overseeing and enhancing the eCommerce customer service operations for both B2B and B2C segments. This role focuses on improving customer experiences on Samsung.com and related platforms, streamlining service processes, and ensuring high levels of customer satisfaction. The ideal candidate will lead a team, collaborate with various departments, and implement strategies to optimize service delivery and operational efficiency.

Responsibilities

• Oversee and improve eCommerce Customer Service Operations for consumers and business customers.
• Manage and optimize efforts to grow Samsung.com and Samsung.com/business.
• Streamline customer service processes and policies to enhance customer satisfaction.
• Develop key performance measurements to drive improvements in quality, efficiency, and customer satisfaction.
• Establish strategies and conduct audits to improve service operations.
• Leverage customer insights to enhance the overall customer experience.
• Collaborate with BPO partners and other departments to improve service delivery.
• Hire and develop associates in key operational areas.
• Lead a small internal team.

Requirements

• Bachelor's Degree required; MBA preferred.
• 8+ years of operational leadership experience in customer-centric organizations, with at least 5 years in customer service operations.
• Proven track record of delivering results in CS Operations.
• Experience in managing third-party vendors remotely.
• Background in building and scaling customer service teams across multiple countries.
• Deep experience in various customer service channels (phone, email, chat, text, social media).
• Strong problem-solving skills and ability to motivate large, dispersed teams.
• Demonstrated passion for continuous improvement and ability to balance task and people orientation.
• Proven ability to build and execute customer-centric strategies.
• Experience managing direct reports and creating accountability across teams.
• Exceptional problem-solving skills and proficiency in Excel.

Nice-to-haves

• Experience with Zendesk, Sprinklr, Tableau, Genesis, Jira, and other contact management systems.
• Experience developing in-house platforms for internal processes.

Benefits

• Health insurance
• 401k plan
• Paid holidays
• Flexible scheduling
• Professional development opportunities
• Employee discount programs