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Manager, Head of CS Customer Care

Empire Toweronsitedirector

Posted today · via Workday

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About this role

Position Summary Lead and manage Samsung Thailand's Customer Care organization, including Contact Center Operations, Voice of Customer (VOC), Digital Customer Engagement, Customer Experience Improvement, and BPO Governance. Drive customer-centric initiatives, service innovation, operational excellence, and digital transformation to enhance customer satisfaction, improve service efficiency, and strengthen Samsung's brand experience across all Contact Center touchpoints. Role and Responsibilities Lead overall Customer Care operation, including Contact Center, Digital Support Channels, and VOC management. Manage BPO partners to ensure service delivery, SLA achievement, quality standards, and operational compliance. Drive customer experience strategy and continuous improvement initiatives.…

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What we'd score you on

reqspace match rubric

Five dimensions, recruiter-grade. Upload your resume and we'll generate a written explanation of where you fit and where the gaps are.

1

Skills match

We compare your skills against the role requirements.

2

Level fit

This role is director-level. We check your trajectory against it.

3

Domain experience

Your work in the role's domain matters more than your years total. We weight recent and direct experience.

4

Recency

A skill you used last quarter weighs more than one from five years ago. We grade on recency, not lifetime.

5

Location fit

This role is based in Empire Tower. We weight your proximity and willingness to relocate.

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