Director of Customer Care Operations

Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, 'Life's Good', embodies our commitment to ensuring a happier life for all. We have a rich history spanning over six decades and a global presence in over 290 locations. Our diverse portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions.

Our management philosophy, "Jeong-do Management," embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of "Customer-Value Creation" and "People-Oriented Management", these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment. Join us and become a part of a company that is shaping the future of technology.

At LG, we strive to make Life Good for Everyone.

What we can offer

A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success.

LG Electronics is seeking a dynamic and results-driven professional to fill the role of Director of Customer Care Operation. This strategic leadership position will be responsible to lead the daily management and continuous improvement of the entire customer experience journey — from online sales in the LG Online Brand Shop (OBS) to delivery, installation, and after-sales service support. This role is critical in ensuring that every customer interaction reflects LG’s commitment to excellence, innovation, and satisfaction.

In addition, the director will also oversee Voice of Customer operation which will recognize the improvement opportunities based on actual customer experience while bringing a resolution for each issue in a timely fashion.

• 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.

• 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, ) is a plus.
• Passion for delivering exceptional customer experiences and driving…