# Carrie Galvan

Carrie Galvan is a remote worker on Himalayas, Sr. Program Manager – Community Strategy & Operations at Samsung Electronics America, based in United States.

Source: https://himalayas.app/@carriegalvan

```text
Senior Program Manager at Samsung Electronics America who improved digital support quality results to 93%+ against a 90% target.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 130k+ USD |
| Job categories | Program Manager, Customer Experience Manager, Operations Manager, Digital Strategy Manager |
| Skills | Customer Experience Strategy, Voice Of Customer, Customer Insights, Digital Support Strategy, Self Service Strategy, Customer Journey Optimization, Customer and Operational Analytics, KPI development, Performance Measurement, Root Cause Analysis, Operational Excellence, Process Improvement, Program Management, CX Roadmap Development, Quality Management |

## What I'm looking for

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Opportunity to make an impact, growth & development opportunities, competitive compensation & benefits, supportive leadership, continuous improvement & innovation, stability & long-term opportunity, trust & autonomy
```

## About

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At Samsung Electronics America, I led customer experience strategy and operations for Samsung's U.S. digital customer community, using customer behavior, support trends, and resolution data to identify experience gaps and drive improvements.

I developed and executed CX and operational roadmaps spanning customer support processes, self-service, content, workforce strategy, and quality. I also established performance frameworks that gave leadership recurring visibility into customer and business outcomes.

I designed quality-management frameworks, scorecards, reporting, and performance controls that supported average quality results of 93%+ against a 90% target. I also led vendor transitions and operational changes, coordinating workforce ramp plans, training, quality controls, readiness, and risk mitigation.

In my concurrent Digital Strategy Lead role for Chat & Social Media, I led customer-care strategy and operational improvement across those channels. I analyzed customer-contact drivers and operational trends, then translated the findings into process, workforce, training, quality, and customer-journey improvements.
```

## Experience

### Sr. Program Manager – Community Strategy & Operations

[Samsung Electronics America](https://himalayas.app/companies/samsung-electronics). Sep 2015 - Jun 2026

```text
Led customer experience strategy and operations for Samsung's U.S. digital customer community, developing CX and operational roadmaps, performance frameworks, and workforce strategies. Managed vendor relationships and cross-functional initiatives to improve digital support and self-service.
```

Skills: Customer-Experience-Strategy, Voice-Of-Customer, Digital-Support-Strategy, Self-Service, Customer-Journey-Optimization, Operational-Analytics, KPI-development, Quality-Management, Workforce-Planning, Vendor-Management, Cross-functional-Leadership, Program-Management, Excel, Khoros, Sprinklr, PowerPoint, Word

### Digital Strategy Lead – Chat & Social Media

[Samsung Electronics America](https://himalayas.app/companies/samsung-electronics). Aug 2014 - Oct 2021

```text
Led digital customer-care strategy and operational improvement across Chat and Social Media channels, analyzing customer-contact drivers and escalations to identify friction and implement process, workforce, and quality improvements.
```

Skills: Digital-Support-Strategy, Customer-Analytics, Process-Improvement, Root-Cause-Analysis, Vendor-Management, Quality-Management, Workforce-Development, Cross-Functional-Partnership, Excel, Khoros, Sprinklr, PowerPoint, Word

## Education

### Texas Tech University

Coursework, Business Administration

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Completed coursework in Business Administration at Texas Tech University.
```

## Tech stack

- Microsoft Excel
- Sprinklr

To contact Carrie, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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