Jocelyne Rojas
Operations ManagerI 10+ years of operations experience across sales, HR, and CSl
- Role
- After-sales Operations Manager at Samsung Sdi
- Location
- San Jose, CA, US
- LinkedIn followers
- 500 followers
About Jocelyne Rojas
Disclaimer: My opinions and posts shared here are my own and while I may post do not represent my employer. This is my personal LinkedIn account.*I lead operations with a systems mindset and a bias for action.As an Operations Manager in the utility-scale Battery Energy Storage (BESS) industry, I drive digital transformation and after-sales modernization across complex, multi-stakeholder environments. I specialize in building structure where it doesn’t exist — aligning global HQ teams, U.S. service engineers, and external vendors around scalable workflows, performance governance, and data-driven decision making.I spearheaded the acquisition and implementation of Salesforce Service Cloud and Field Service to unify case management, dispatch governance, RMA processes, and executive reporting. By translating operational pain points into measurable business cases, I secured leadership buy-in and built the foundation for improved, SLA compliance, and vendor accountability across a growing portfolio.My leadership style is structured, analytical, and collaborative. I ask hard questions, design for long-term scalability, and focus on measurable impact — not just activity. I’m comfortable operating between technical teams and executive leadership, ensuring strategy translates into execution.What I bring:• Enterprise service & after-sales transformation• Digital modernization & workflow architecture• Cross-functional and global stakeholder alignment• KPI governance• Operational risk mitigation & scalabilityI’m driven by one core principle: strong systems create strong performance.
Experience
After-sales Operations Manager
May 2023 — Present · San Jose, CA, US
Appointed as the first After-Sales Operations Manager at Samsung SDI (US) under the head of engineering to build high-impact, scalable processes that enhance operational efficiency, standardize SOPs, and align customer satisfaction with internal team performance and employee experience.Responsible for after-sales operations, including management of: spare parts, 3rd party service vendors (50+), vendor selection, software implementation & customer-facing deployment, warranty extensions, contract negotiations, and L&D for 17+GWH enterprise-level customers in the US. Some accomplishments include- Led enterprise-wide Salesforce Service Cloud & Field Service implementation for U.S. after-sales operations (17+ GWh portfolio), securing executive budget approval through ROI modeling ($900K+ annual efficiency gains) and designing end-to-end case, work order, RMA, and vendor governance workflows to improve MTTR, SLA compliance, and liquidated damages risk visibility-Implemented, created, and managed a dashboard for the project management of a critical group business initiative utilizing Jira, which saved 8 hours/week, improved team collaboration, and the team exceeded KPI by 15%-Collected, cleaned, and analyzed customer service data in Excel to forecast vendor workforce needs, resulting in a 53% reduction in customer lead time from 15 to 8 days compared to the previous year-Modernized and operationalized customer service KPIS by implementing Google Forms, resulting in a 3X customer response rate. HQ Leadership team utilized data to establish company-wide CS initiatives, resulting in a 10% increase in customer NPS YoY.
Education
UC Santa Barbara
Bachelor's degree, Political Science and Government
Arizona State University
Master of Laws - LLM, Human Resources and Employment Law
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.