Senior Manager, Omni Channel Customer Experience

Position Summary

At Samsung Electronics Canada, 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. We want the best of the best at Samsung to join our team, not just those who fit into our Culture but those who will ADD to our Culture and make Samsung an even better place to work.

Did we catch your attention yet?

If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in Canada...and have a ton of fun…. then please keep reading!

Our Perks

• Fantastic employee discount on all Samsung products
• Competitive Salary and Performance based incentive plan for all levels
• Employer paid Medical and Dental coverage from day one
• Group RRSP plan that helps you save for the future
• Free on-site gym to get your sweat on
• Subsidized Cafeteria; including free Starbucks coffee/latte machine
• 4-day in-office work schedule Monday through Thursday – with Friday remaining a flex day to work remotely
• Tuition Reimbursement to keep you learning/Access of Samsung U for 24/7 online learning
• Employee Referral program- we want great talent like you!
• Virtual Pet Care-to ensure the well-being and health of your beloved furry companions!
• Additional Well Being Days for better work life-balance!
  
  

As a Senior Manager, you will lead efforts to enhance the customer journey and ensure the brand remains a leader in customer engagement. Your role involves inspiring and guiding a team dedicated to delivering exceptional customer experiences, fostering loyalty, and building lasting relationships with our audience. Key responsibilities include overseeing Contact Center operations (Chat, Phone, Email), setting performance goals, developing customer service policies, and enhancing customer journey touchpoints. You will drive Customer Experience initiatives, analyze customer feedback, maintain performance dashboards, and implement customer service tools to improve efficiency and integration with eCommerce platforms. Additionally, you will manage budgets, collaborate with external partners, and resolve escalated issues through cross-functional collaboration. Your strategic leadership will focus on operational efficiency, cost management, and continuous improvement to drive high brand loyalty and repeated purchases.

Role And Responsibilities

• Lead and manage direct and indirect staff, setting performance goals and providing coaching.
• Develop and improve customer service policies and procedures.
• Enhance personalization and resolution speed across all customer touchpoints.
• Resolve escalated issues by collaborating with logistics, warehouse, and tech teams.
• Analyze customer feedback to identify trends and pain points (e.g., NPS).
• Maintain dashboards for service performance metrics and deliver regular reports on KPIs.
• Implement customer service tools (e.g., AI chatbot) and ensure integration with eCommerce platforms.
• Manage training programs to ensure agents and AI chatbots are well-prepared for delivering exceptional customer experiences.
• Oversee Contact Center operations (Voice, Chat, Email) through regular business reviews.
• Identify root causes of issues and develop plans for short- and long-term improvements.
• Manage quality processes, including weekly calibrations with vendors for delivery interactions.
• Handle escalated cases (e.g., missing/damaged products, legal/PR claims) to ensure timely resolutions without litigation.
• Manage operational changes, adherence audits, ticket errors, trade-in adjustments, and policy updates. Provide ongoing coaching to leaders and support teams.
  
  

Financial Planning & Budget Management

• Manage financial plans for sales and support agent operation costs (OH) and incentives (sales deductions).
• Create yearly cost forecasts, update monthly cost forecasts (TP/CMF), and monitor quarterly SD programs.
• Oversee budget management and invoice reconciliation for labor and incentives.
  
  

Vendor Strategy & Management

• Collaborate with contact center partners to ensure staffing, scheduling, training, and daily tasks align with SLAs.
• Develop vendor strategies, manage contracts, and oversee agent headcount planning and forecasting.
  
  

Training & Knowledge Management

• Design and deliver training programs for agents and AI chatbots on product knowledge, promotions, processes, policies, and business initiatives.
• Create/update training modules, job aids, quizzes, and knowledge base articles.
• Collaborate with Mobile Experience and Consumer Electronics Training Teams for product knowledge and testing.
  
  

Omnichannel Customer Experience Design

• Lead the strategic design of an omnichannel voice of the customer (VOC) program using best-in-class initiatives, VOC feedback, and NPS survey data.
• Partner with Samsung Experience Stores (SES) and Samsung Electronics Canada (SECA) to ensure a seamless customer journey across all channels.
  
  

Policy & FAQ Management

• Oversee the creation/update of Terms & Conditions and FAQs on eStore sites to ensure clarity and alignment with Samsung’s offerings.
  
  

Continuous Improvement & Benchmarking

• Drive continuous improvements in eStore customer experience by benchmarking best practices and platforms regularly.
  
  

Vendor Contact Center Budget Management

• Manage eStore Vendor contact center budgets effectively.
  
  

Customer Support Platform Maintenance

• Maintain the Sprinklr platform to ensure agents and customers receive accurate information promptly.
  
  

Project Leadership & Initiatives

• Lead or join projects to improve operations or extend business areas (e.g., Marketplace FAQs, policies, procedures).
  
  

Reporting & Analysis

• Generate regular/ad-hoc data driven reports about agent/chatbot performance (KPIs, volume mix, call transfer rates, etc.).
  
  

Requirements

Skills and Qualifications

Education

• Bachelor’s degree in Business, Marketing, Technology, or related field (preferred).
  
  

Knowledge

• Customer-driven mindset with strong organizational, analytical, and communication skills.
• Expertise in AI chatbot training/optimization, CRM systems, case/ticket management, and call/chat platforms.
• Proficiency in Microsoft Office applications and reporting/analysis tools.
• Experience in eCommerce workflows (order management, returns/refunds, shipping/logistics).
  
  

Experience

• 10+ years in consumer/business sales, support/service management roles (preferably in Client/Vendor Contact Center senior roles).
• 5+ years in designing/developing contact center workforce quality performance training
  
  

Samsung is an equal employment opportunity employer.

Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.

We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.

Please note that we reserve the right to remove or modify job postings at any time.

#LI-DJ1

#INDM

• Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here.