Senior Specialist, Services Operations

This role is not eligible for immigration sponsorship.

About the role

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.

Responsibilities

• Establish service operation strategies, conduct process checks, and perform field audits.
• Manage internal key performance index (KPI), service marketing investment, and working manuals for field operations (subsidiaries, etc.).
• Conduct customer satisfaction surveys and share results with relevant departments to address weaknesses through collaboration.
• Oversee external outsourcing partners, including performance monitoring, financial oversight, and compliance enforcement.
• Review progress on service-related goals achieved through developed strategies.
• Examine processes related to internal and external vendors' payment amounts and resolve identified issues.
• Manage performance compared to KPI goals for each business line.
• Participate in customer satisfaction surveys for products and services.
• Act as gatekeeper for nationwide CE service coverage to reduce service delays (satisfaction) and ASC unavailable exchanges/refunds (cost), including approving service center zip code, grade, and volume change requests.
• Ensure the service network has sufficient primary, secondary, and tertiary coverage options through collaboration with Regional Service Managers.
• Monitor region and service center performance, including declines, cancellations, and exchanges/refunds, to sustain network health, improve customer satisfaction, and reduce operational costs.

Requirements

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

Preferred Qualifications

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

Benefits

Regular full-time employees (salaried or hourly) have access to benefits including:

• Medical, Dental, Vision, and Life Insurance.
• 401(k) retirement plan.
• Employee Purchase Program.
• Tuition Assistance (after 12 months).
• Paid Time Off.
• Student Loan Program (after 12 months).
• Wellness Incentives.
• MBO bonus compensation, based on company, division, and individual performance.