Head of Customer Operations

About Samsung Food (Whisk)

At Samsung Food (you might know us as Whisk), we are pioneering the future of everyday care and health — helping individuals and families around the world live better through connected, proactive, and personalized experiences. Our mission is to connect food, health, and home across the Samsung ecosystem, turning data from your devices into personalized guidance that supports you and your loved ones.

We work at the intersection of AI, nutrition, behavior change, and digital health. The Samsung Food app was included in Google Play’s Best of 2020 Everyday Essentials list, has been regularly featured on the Apple App Store, and was nominated for a 2021 Webby Award. We’ve also launched Vision AI, which recognises food and meals using our global Food Genome, and developed deep integrations with Samsung Health and SmartThings.

We are a remote-first team of more than 100 people in over 30 countries, united by our commitment to innovation and impact. As part of Samsung Electronics, we combine the agility of a startup with the scale of the world’s largest consumer electronics company. Join us and help build technology that improves daily life for tens of millions of people across phones, wearables, TVs, and kitchen appliances in the years to come.

Learn more about how we’ve shaped a high-performing global team over the past 14 years.

About the Role

Whisk is looking for an experienced Head of Customer Operations to lead the strategy, operations, and continued evolution of our Customer Operations function as we build innovative food and health experiences for Samsung.

Customer Operations is a strategic function at Whisk. Beyond delivering exceptional customer support, the team ensures products are operationally ready for launch, customer insights influence product decisions, operational gaps between Whisk and Samsung are proactively identified and addressed, and our Product and Engineering teams remain focused on building great products.

This role reports to the Chief Operating Officer (COO). As one of Whisk's senior functional leaders, you'll help shape company strategy, contribute to cross-functional decisions, and lead beyond your own organization.

What You’ll Own

Customer Operations Strategy

• Lead a high-performing Customer Operations team while contributing as a senior functional leader across Whisk.

• Lead the continued evolution of Whisk's Customer Operations operating model, processes, tooling, and organization to support our growing partnership with Samsung.

• Continuously evolve the automation, tooling, and operational support ecosystem to deliver high-quality support efficiently as the business scales, establishing meaningful operational metrics and using data to drive continuous improvement.

Operational Readiness

• Ensure new products and capabilities are operationally ready for launch, including support processes, documentation, tooling, training, knowledge management, and escalation paths.

Tier 1 & Tier 2 Support

• Continue evolving our Tier 1 and Tier 2 support model, ensuring Samsung operational and product inquiries are efficiently resolved through Customer Operations while appropriately routing only product issues requiring engineering expertise.

Incident Management

• Own Whisk's customer-facing incident management capability, including operational response, stakeholder communications, executive updates, post-incident reviews, and continuous improvement.

External Operational Partnerships

• Build and maintain strong operational relationships with third party platform partners, ensuring integrations are well supported, operational issues are resolved effectively, and each partner receives a seamless experience.

Voice of Customer

• Continue evolving Whisk's Voice of Customer capability, ensuring customer feedback is captured, governed, analyzed, and transformed into trusted insights that influence Product, Engineering, Design, QA, and Samsung.

• Serve as the Customer Operations advocate for user data governance, partnering with Product, Engineering, Legal, and Security to ensure user data is handled responsibly and that governance decisions reflect both customer expectations and operational realities.

Samsung Partnerships

• Build trusted relationships across Samsung, improving ways of working, strengthening support operations, and proactively addressing strategic and operational gaps between our organizations.

What You Bring

Customer Operations leadership

• Significant experience leading Customer Operations, Customer Experience Operations, Service