Senior Field Operations Manager

2 days ago


Fatih, Istanbul, Turkey Samsung Electronics Full time
Job Description

To excel in this role, you will oversee the day-to-day operations of our customer service department, ensuring that Samsung customers receive top-notch support and services. This involves monitoring performance results and applying differentiated services/processes to key channels such as brand shops, chain stores & operators.

  • End-to-end management of strategic/differentiated after-sales projects, creating and managing partner & vendor contracts, monitoring SLA's, and procurement processes.
  • After-sales responsibility for Samsung brand refurbishment processes, projects, and buyback & trade-in partner support.
  • Monitoring customer service metrics: evaluating department processes, individual results, and preparing regular reports. Keeping track of key performance indicators such as customer satisfaction, TAT, quality, and cost metrics to identify areas for improvement and optimize the operation.

Key Responsibilities:

  • Coordinate with other departments such as marketing, sales, support, and related departments in the customer service division to ensure that customer needs are met across all areas of the business.
  • Taking ownership of improving the customer experience journey by working cooperatively with related departments and business partners.


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