Sr. Director Customer Support
Samsung, United States
Job Description
At Samsung Electronics America, we take pride in the creativity and diversity of our talented people – they are at the forefront of everything we do. Their skillset and mindset drive our continued success. Only the resilient and resourceful thrive in the daily dose of unexpected at Samsung. We unapologetically push to achieve unforeseen potential in everything we do, both within the workplace and at home. We fearlessly face challenges head-on, conquer the unconquerable, and are comfortable living in the uncomfortable zone. Together we make the impossible possible. Because at Samsung, we Own the Unknown.
Are you ready to #OwnTheUnknown? Join us.
The Senior Director of Customer Support for Samsung Electronics America (“SEA”) will be responsible for being tenacious on delivering a true quality experience on all direct customer channels for voice and digital. They will ensure that all interactions between our customers and front line are structured to be human, engaged, concise and resolved to the customers’ expectation 100% of the time. This position requires deep knowledge and leadership in ensuring our front line team has autonomy, mastery, and purpose entering into each and every customer interaction. Global BPO management required along with experience in cultivating partners, not vendors. Managing risk/reward models with all emphasis based on quality. Successful sales performance in care environment a must with various product types, upsell, and service programs. Solid experience in contact center infrastructure, technology, and workforce management. Ensure that our customer experience delivery aligns with our brand image.
Role and Responsibilities
Develop and maintain a balance by working closely with local leaders and HQ, to drive measurable progress in Contact Center Operations
Manage metrics, ensure customer satisfaction, and review statistical performance levels related to Contact Center, working with Senior Leaders to develop and implement strategic objectives to deliver a best in class experience
Foster culture and brand with 3PL vendors, developing and managing as Partners (not vendors)
Create and contribute information and analysis to organizational strategic plans and reviews
Maintain and build professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices.
Understand how to build autonomy, mastery, and purpose for a front line team, ensuring the magic between customer and front line employee is at the highest level of quality and execution.
Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call, driving a culture of that embrace change and continuous improvement
Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
Develop and maintain the SLA’s for Contact Center, with the intention of increasing satisfaction for the organization.
Develop an overall Strategic Roadmap that enables better service and quality, and cost reduction
Initiate new programs that allow Samsung to increase the overall brand and effectiveness of channels
Maintain KPI service goals and cost targets
Attend training both local and overseas as required
Job Specification
Skills and Qualifications
Bachelor’s degree in Business, and/or the equivalent experience in the customer support industry required
Minimum of 15 years of experience in a managerial/supervisory position with at least 5 years in a Director level role
10+ years’ experience in all facets of contact center operation – voice and digital, (WFM, Performance Management, etc.)
Proven experience developing and managing partners not 3PL vendors.
Experience and effectiveness in managing global operations – onshore, nearshore, and offshore.
Proven experience in running an industry ensuring the magic between customer and front line employee is at the highest level of quality and execution.
Proven excellence in the executing the fundamentals of effective recruiting, training, and operational management.
Strong financial acumen and proven ability on managing budget
Worked in start-up environments launching new sales initiatives, and proven results in sustainability. Can drive and achieve key sales targets in a care environment.
Fanatic about stamping out poor customer experiences and able to prioritize CX improvements based on impact, cost and volume.
Able to effectively prioritize and project manage impact projects
Has a mind for innovation in marrying CX towards customer expectations with our brand
People leader that creates and ensures that the work environment has prioritization and strong work/life balance for all direct reports. Has a personal investment/interest in the development of his/her team through aligned goal setting and frequent 1:1/skip levels.
Understands how to build autonomy, mastery, and purpose for a front line team.