Apply on Employer Site

LG Electronics North America · 1 day ago

Director of Customer Care Operations

Huntsville, AL

Contract

Onsite

Director/Executive

$170K/yr - $190K/yr

7+ years exp

LG Electronics North America is a global leader in technology dedicated to creating innovative solutions for a better life. They are seeking a dynamic and results-driven professional to fill the role of Director of Customer Care Operations, responsible for leading the management and continuous improvement of the entire customer experience journey from online sales to after-sales service support.

Consumer Electronics

Responsibilities

Oversee End-to-End Customer Journey: Manage and optimize all customer touchpoints, including online purchase experience, delivery operations, and service support, ensuring a seamless and consistent experience

Multiple Vendor Management Optimization: Co-working with LG E HQ and LGEUS, the individual is expected to find a way to optimize multiple vendor operations in performance and in cost (is expected to manage $ 20M yearly budget

Drive Operational Excellence: Monitor daily operations across sales, logistics, and customer service teams to ensure timely and high-quality execution

Customer Experience Improvement: Analyze customer feedback, data, and performance metrics to identify pain points and implement improvement initiatives

Cross-Functional Collaboration: Partner with eCommerce, logistics, service, and marketing teams to align strategies and deliver a unified customer experience

Performance Management: Develop and track KPIs related to customer satisfaction, delivery accuracy, and service response time; report performance insights to leadership

Digital Integration: Collaborate with digital and IT teams to enhance online customer support tools, self-service options, and communication channels

Customer Advocacy: Act as the voice of the customer within the organization, ensuring that business decisions prioritize customer satisfaction and loyalty

Team Leadership: Supervise and coach team members, fostering a culture of accountability, collaboration, and continuous improvement

Qualification

Customer operations managementData analysis skillsCross-functional collaborationECommerce experienceCRM systems experienceProject management systemsStakeholder managementOperational efficiencyCommunicationTeam leadership

Required

Bachelor's degree in Business, Operations, Marketing, or a related field

7+ years of experience in customer operations, eCommerce, or service management, preferably in a consumer electronics or retail environment

Proven ability to manage complex, cross-functional operations and deliver measurable improvements in customer satisfaction

Strong analytical skills with experience using data visualization and reporting tools (e.g., Excel, Tableau)

Excellent communication and stakeholder management skills

Experience with CRM, ERP, or project management systems (e.g., Salesforce, Jira, Monday.com) is a plus

Passion for delivering exceptional customer experiences and driving operational efficiency

Benefits

No-cost employee premiums for you and your eligible dependents for competitive medical, dental, vision and prescription benefits.

Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan with several investment options.

Generous Paid Time Off program that includes company holidays and a combined bank of paid sick and vacation time.

Performance based Short-Term Incentives (varies by role).

Access to confidential mental health resources to help you and your loved ones improve your quality of life.

Personal fitness goal incentives.

Family orientated benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.

Group Rate Life and Disability Insurance.