Senior Specialist, Services Operations

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.

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Role and Responsibilities

Role & Responsibilities

This Sr. Specialist, Service Operations role is focused on improving service operation by establishing strategies, process checking and field auditing as well as by managing internal key performance index, service marketing investment and working manual for field (subsidiary and etc.) This role will carry out a survey of customer satisfaction and share the result with related department to improve the weakness through cooperation.

• Oversees external outsourcing partners, performance monitoring, financial oversight, and compliance enforcement.
• Review progress on service-related goals which are achieved with a developed strategy.
• Examine processes regarding internal and external vendors' payment amounts and resolve issues which were pointed out.                                                                                                                            
• Manage performance compared to goals for KPI (Key Performance Indicator) of each business.             
• Participate in conducting survey on customer satisfaction by product and service satisfaction.
• Act as gatekeeper for CE service nationwide coverage to reduce service delays [satisfaction] and ASC not available exchange and refund [cost], which includes approving service center zip code, grade and volume change request                                                            
• Ensure network has sufficient primary, secondary and tertiary coverage options through Regional Service Manager collaboration.                                                                                                              
• Monitor region and service center performance, including decline, cancellations, and exchange/refund, to sustain network health, improve customer satisfaction, and reduce operational cost.

Skills and Qualifications

Preferred Qualifications:

• Vendor/Partner Management
• Handling high-stakes contact center or back-office BPO relationships.
• Background in managing service level agreements (SLAs), and regulatory compliance for outsourced teams.

Minimum Qualifications:

• Bachelor’s Degree with 4+ years of directly related experience required.

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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.