Leader Of Customer Experience Operations Latam

Who are we?Samsung Electronics has grown into one of the world’s leading technology companies, recognized as one of the top 5 global brands. As a global leader in technology, we are transforming the world with the creativity and diversity of our talented people who drive this transformation.Our company's success reflects the determination and talent of our people, aligned with our key corporate values:
People, Excellence, Change, Integrity, and Co-prosperity. Our mission is to help people achieve the impossible.We are inspired by what people want to accomplish in their lives and work to create products that empower them in new ways. This drive fuels our innovation.Join us at Samsung and find your opportunity to do what you can't.Looking for more? Visit our website or our career page HERESummary:
We are seeking a dynamic and experienced leader to join our team as the Head of Customer Experience Operations for Latin America. This strategic role is responsible for leading the entire customer support ecosystem across our seven subsidiaries in the region.This individual will be instrumental in shaping the future of customer experience in Latin America, driving customer satisfaction, and optimizing operational efficiency. This position requires a strategic thinker with a hands-on approach to process improvement, team leadership, and data-driven decision-making.Key ResponsibilitiesRegional Customer Experience Leadership:
Serve as the primary leader for all customer experience operations throughout Latin America, fostering a customer-centric culture across the region.Lead and mentor the local customer experience teams in each of the seven subsidiaries, ensuring alignment with global standards and regional objectives.Develop and execute a comprehensive customer experience strategy that enhances customer satisfaction, loyalty, and advocacy.Operational Excellence and Strategy:
Analyze market trends, customer feedback, and performance data to define and implement strategies that maximize customer satisfaction while achieving cost optimization.Propose and execute a clear strategic direction for the regional operation, effectively communicating the vision to local teams and external partners.Review complex operational processes, identify inefficiencies, and design streamlined, effective solutions.Lead the deployment of new processes and initiatives across all teams and vendors, ensuring rigorous execution and adherence to new standards.Teams and Vendors Management:
Remotely manage and lead the teams responsible for our subsidiary Contact Centers, .Com Support, Social Media (SNS) Support, and customer-facing content creation.Develop and negotiate with regional vendors, establishing strategic partnerships to ensure the achievement of key performance indicators (KPIs) and service level agreements (SLAs) in line with company targets.Conduct regular performance reviews with vendors and internal teams to drive continuous improvement.Reporting and Collaboration:
Report directly to the Senior Director for Latin America, providing clear and concise updates on operational performance, strategic initiatives, and regional challenges.Collaborate effectively with other regional and global leaders to share best practices and ensure a cohesive global customer experience strategy.Qualifications and SkillsExperience:
Professional background on operations management and/or strategic consulting with solid experience in process improvement and project managementDemonstrated experience managing large-scale operations across multiple sites.Desirable but not required experience in channel management (voice, email, chat, social media) and contact center management.Proven track record of successfully managing and negotiating with third-party vendors and partners.Leadership and Management:
Exceptional leadership and people management skills, with the ability to inspire, motivate, and develop remote teams across different culturesStrong strategic thinking and problem-solving abilities, with a talent for translating strategy into actionable plans.Analytical and Process-Oriented:
Proficient in analyzing data and market trends to inform strategic decisions.Expertise in process mapping, re-engineering, and optimization. A Six Sigma or similar process improvement certification is a plus.Communication and Interpersonal Skills:
Excellent verbal and written communication skills in both English and Portuguese are required. Proficiency in Spanish is highly desirable.Superior negotiation and relationship management skills.Why is Samsung Electronics the place to be?Join a Global TeamWork with a dynamic and diverse team, constantly interacting with different cultures.Tackle Big ChallengesOur history is built on overcoming challenges and striving for excellence. Join us in pushing the boundaries of technology and innovation.Shape the FutureCollaborate in an open, innovative environment where your ideas come to life, creating products that redefine the future.Make an ImpactContribute to groundbreaking technologies that improve lives and support communities worldwide. At Samsung, your work truly makes a difference.Benefits:
Comprehensive health and wellness programsProfessional development opportunitiesOpportunities for career advancementGlobal networking and collaboration

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