Operations Manager 5

Contract role: this is a contract role providing services to Samsung through external staffing partners of Allegis Global Solutions (AGS). If selected for this role, you will be employed by AGS and will not be an employee of Samsung. Summary The Operations Manager will lead initiatives to enhance customer experience and streamline operational processes within the Care+ team of the MX organization. This role will focus on identifying inefficiencies, implementing process improvements, and ensuring seamless customer interactions across all touchpoints. It is a vendor and customer‑facing role requiring strong communication skills and problem‑solving abilities. Key Responsibilities Develop and execute strategies to improve customer experience metrics and optimize operational efficiency Leverage NPS results, Medallia survey data, and KPI results to provide actionable insights and drive process improvements Collaborate with cross‑functional teams to ensure alignment on customer experience goals and operational objectives Analyze and document current processes, identify bottlenecks, and implement solutions to optimize workflows Case‑manage customer escalations Act as the main point of contact for Call Center BPO and Third‑Party Administrator Lead training and development programs to enhance team capabilities in customer experience and process improvement Minimum Qualifications Bachelor's degree in Business Administration, Operations Management, or a related field 5 years of experience in operations management or a related role Proven track record of improving customer experience and operational processes Strong analytical skills with the ability to interpret data and make data‑driven decisions Excellent communication and leadership skills Preferred Qualifications Experience in the mobile device protection industry Familiarity with process improvement methodologies such as Lean or Six Sigma Experience managing cross‑functional teams in a fast‑paced environment Duration: 12 months Pay Range*: $42 - $46/hr Weekly Schedule: 40 hours Job Status: Non-Exempt Benefits Hospital plans 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available (USA) Life Insurance (Company paid Basic Life and AD&D as well as voluntary Life & AD&D for the employee and dependents) Company paid short and long‑term disability Health & Dependent Care Spending Accounts (HSA & DCFSA) Employee Assistance Program Time Off/Leave (PTO, Allegis Group Paid Family Leave, Parental Leave) AGS is an Equal Opportunity Employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. #J-18808-Ljbffr