What are the responsibilities and job description for the Customer Experience Operations Manager position at LG Electronics?
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.
The Opportunity:
We're looking for a Customer Care Special Operations Manager to lead our premium service programs—including Locator, Service Solutions, LG SIGNATURE, and Builder Customer Care. In this role, you'll work closely with both our internal team and our BPO contact center to make sure customers receive fast, top-quality support. You'll also keep senior leadership in the loop with regular performance updates and help drive continuous improvements across our service operations. This is an onsite position located at our Huntsville, Alabama facility - relocation assistance is available.
Responsibilities:
Locator Program
- Identify and onboard qualified service providers in remote or underserved areas
- Streamline repair workflows for quicker resolution
- Collaborate with internal teams to expand service coverage
Service Solutions
- Coordinate out-of-warranty repair solutions at competitive rates
- Manage BPO operations and ensure service-level agreements (SLAs) are met
- Partner with cross-functional teams to meet service deadlines
LG SIGNATURE / Builder Customer Care
- Lead dedicated agent teams and track key performance indicators (KPIs)
- Work with other departments to resolve customer cases efficiently
General Operations
- Present weekly performance metrics and insights to senior leadership
- Identify risks early and escalate when necessary to minimize disruption
Qualifications / Education / Experience:
- Bachelor's degree in business or a related field
- 5 years of experience leading BPO/contact center operations and customer service teams
- Proven project management skills with the ability to juggle multiple initiatives
- Familiarity with UX best practices and their impact on customer experience
- Proficient in Excel, Google Sheets, and Looker Studio for data analysis
- Skilled in PowerPoint and confident in presenting to senior leaders
- Exceptional written and verbal communication skills
- Strong problem-solving abilities with a proactive, follow-through mindset
Benefits Offered Full-Time Employees:
- 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.
Benefits Offered Temporary/Contractors:
- Eligible for the relevant benefit programs offered through our partner agencies.
Privacy Notice to California Applicants
At LG, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Consistent with our commitment to providing equal opportunity and embracing diversity, LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics.
In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies where applicable, the salary range listed may not reflect all geographic differentials applied.
