Senior Manager of Customer Experience - (IVR)
Ridgefield Park, NJ

Job Description

Position Summary

We are Samsung, one of the most iconic and recognized consumer electronics brands around the globe! Samsung is known for raising the bar with each new endeavor. We are not just committed to winning as individuals, but winning as a team. We operate with purpose and integrity. This means Samsung is equally committed to helping people grow personally and professionally. Our career opportunities are designed with challenge, impact, and reward in mind. Come join our best-in-class team and help contribute to the innovation and unparalleled success at Samsung!

Role and Responsibilities

You will own the innovation and roadmap of Interactive Voice Response (IVR) systems, and Voice Response Systems (VRU) working with internal and external vendor(s). The individual in this role will be a Customer Experience leader and change agent. He or she will plan and lead Customer Experience Initiatives, supervise data analysis, drive internal and external communications, and manage the systems to increase the overall impact of Customer Experience programs. The ideal candidate is passionate about measuring, understanding, and transforming customer experience.

Providing thought leadership by recommending and crafting customer experience and technology solutions. You will be at the forefront of designing personalized IVR experience, cross channel experience transformation, self-serve enhancements, and owning multiple projects and programs. As we evolve our digital technologies, you will drive innovative technology projects such as AI, Conversational IVR, SMS and Visual digital offers to improve the customer experience and journey in IVR. You will also collaborate cross-functionally with internal and external teams to drive cross channel customer experience strategy between IVR and other digital channels.

Team Leadership

* Inspire, motivate, develop and coach the teams to deliver on strategic and tactical initiatives.
* Articulate broader organizational strategy, and synthesize goals and objectives while helping the team deliver results.
* Align your team and paint a broad picture of roles and responsibilities in support of Samsung customers and Customer Care Operations.
* Measure the effectiveness of the team, provide feedback, reinforce positive behaviors and develop a career progression plan for your team.

Operational Excellence

* Drive the implementation of IVR customer experience design, strategy and cross channel innovation
* Measure overall customer engagement effectiveness of all technologies within your scope.
* Communicate results, trends, as well as corrective actions to senior management in a clear and concise manner.
* Research, benchmark, and recommend emergent technology solutions.
* Lead continuous improvement initiatives, including root cause analysis, and proactively identify risks and provide corrective actions.
* Sponsor and own various projects and programs as well as coordination with IT, and other functional business units to complete IVR and routing enhancements.
* Provide technology thought leadership to foster digital initiatives across all business units and work with service center senior leadership to address outages or issues related to IVR, Call Routing and Workforce Technologies.
* Lead external and internal IT teams to Identify opportunities to support the wider care organization strategic and tactical initiates as it relates to Omni-channel transformation.
* Lead to conduct deep dive IVR data analysis, and identify areas of opportunities to drive system enhancements and quality controls across multiple lines of customer care groups.
* Lead identification of IVR and cross channel integration roadmaps working with internal digital team and sponsor those projects and initiatives.
* Continuously conduct deep dive data analysis to identify areas of opportunity within the IVR to improve self-service completion rates, deflection rates and enhance customer experience.

Business Intelligence

* Drive business intelligence by championing a data-driven approach to collections strategies and operational activities, connecting the dots and providing business insights to senior leadership.
* Lead internal and external teams to analyze system performance and operational metrics, and provide refined recommendations and solutions to drive operational efficiency and improved business outcomes.
* Simplify complex technical information to a broader none technical work group and provide insights to senior leadership.
* Conduct benefits analysis and document the realization of projects and effects of systems enhancements and process changes.
* Keep abreast of key industry trends, research and recommend best practices, KPIs and benchmarks
* Work with multiple external solution vendors to evaluate, build strategy, manage roadmap and drive results
* Responsible for building cross channel strategy working with products, strategy, operations and working with internal teams to identify customer experience improvement opportunities and solutions to improve in channels
* Regularly present channel strategy roadmap and performance metrics to senior leadership

Skills and Qualifications

* Bachelor's degree or four or more years of work experience.
* Seven or more years of relevant work experience. (Speech IVR and Routing)
* Six or more years in a leadership role in Technology, Service, and Operations.
* Resource management experience.
* Ability to establish strategy and drive execution with tangible results.
* Strong quantitative and qualitative analytical skills with ability to distill data sets into meaningful insights and takeaways
* Excellent multi-task, project management and communication skills
* Demonstrated ability to drive change management and work successfully in a highly cross-functional, matrix organization
* Ability to adopt changes and work effectively in fast pace working environment and under pressure

Preferred Requirements

* Experience with Speech IVR, Call Routing ACD, Call Manager, ICM, Verint, Omnichannel
* PMP, Agile, Scrum certifications.
* Analytics and reporting experience.
* Demonstrated strong organizational and strategic decision-making skills.
* Program management experience and solid communications skills to apply Agile, PMI PMP methodologies and Lean Six Sigma to drive the success of multiple projects and operational activities to achieve strategic objectives.
* Understanding of business analysis as it relates to requirements planning, benefits management and documentation of project realization related to system, technology and process project outcomes.
* This position is not telecom engineering or programming

Samsung Electronics America provides 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.

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