[Samsung Electronics America] VP, Customer Care, Consumer Electronics 채용

Samsung Electronics America; United States; On-site; USD 180,000 - 280,000; Full time

Job summary

Samsung Electronics America is seeking a senior leader to own the end-to-end Consumer Electronics customer service experience across a nationwide network. The role encompasses strategy, network development, training, safety, scheduling, and coordination with over 40 BPOs, with expansion into spare parts supply chain and logistics in 2027.

The ideal candidate will hold a bachelor’s degree with extensive service-industry experience, demonstrate strategic thinking, and lead large teams while

Qualifications

• Bachelor’s degree in a relevant field and 20+ years in the service industry.
• Strong knowledge of CE service business including repair network management, contract negotiation, industry trends, service and customer relationships, supply chain, budgeting, team management.

Responsibilities

• Maintain a high level of relationship with internal/external customers and partners to ensure Care procedures are accountable and transparent.
• Drive AI solutions through internal and external solutions.
• Manage Engineering and Quality teams to monitor and drive product and repair quality and innovation in repair to support expansion of repair offerings to all channels.
• Act as escalation point for all Retailers, B2B Customers, BE’s, ASC’s, CE Sales team.
• Support Readiness process for all new product introductions and new services across CE.
• Drive Blue Ribbon and Care + solutions across CE.
• Develop and lead implementation of long-range and annual strategies for CE Care, including Repair Network, Care Awareness, Process innovation and Partner strategy.
• Manage merit, MBO, promotion, necessary hiring, reduction and organization enhancement for entire CE Care organization.

Skills

CE service management

Vendor negotiation

Team leadership

Strategic planning

Relationship management

Education

Bachelor's degree

Tools

BPO management systems

CRM systems

Job description

Position SummarySamsung Electronics America (SEA) is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. Across each of these areas, our work drives innovation, economic growth and workforce opportunity in the United States. For nearly five decades, Samsung has been at the forefront of technological advancements, investing over $100 billion and creating more than 20,000 jobs nationwide. Our mission? To integrate cutting-edge products, services, and AI technology to deliver smarter, sustainable, and more connected experiences that empower people to live better. As a wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA offers opportunities to work alongside global visionary thinkers and innovators who are passionate about making a difference. Explore the exciting opportunities at Samsung Electronics America and discover how you can make an impact.Role and ResponsibilitiesThis role owns, end to end, the Consumer Electronics customer service experience, which occurs in 1.1M customer homes per year.  This includes but not limited to:  strategy, network management/development/hiring and training, safety & security of customers, communication, appointment management (triage/parts ordering/scheduling), tech soft skills, customer expectation, people management.  The role also has to manage world class service delivery across a network of over 40 BPO’s. In 2027 will expand to managing operational functions for CE spare parts supply chain and logistics.  Role will also require leadership to drive AI solutions within Samsung HQ and external partners. Key responsibilities include:Maintain a high level of relationship with internal/external customers and partners to ensure that Care procedures are accountable and transparent. CE/DA/B2B Sales team interaction.  Support sales initiatives as needed, interact with Retail/B2B Customers, diffuse escalations due to any product quality issues.Drive AI solutions through internal and external solutionsManage Engineering and Quality teams to monitor and drive product and repair quality and innovation in repair to support expansion of repair offerings to all channels.Act as escalation point for all Retailers, B2B Customers, BE’s, ASC’s, CE Sales team. Support Readiness process for all new product introductions and new services across CE.  Drive Blue Ribbon and Care + solutions across CEDevelop and lead implementation of long-range and annual strategies for CE Care, including Repair Network, Care Awareness, Process innovation and Partner strategy.Manage merit, MBO, promotion, necessary hiring, reduction and organization enhancement for entire CE Care organization.  Manage and drive team health and collaboration across all CE Care teams and with other teams in SEA Care and CE Sales Org.Skills and QualificationsThe successful candidate will have the following experience:Bachelor’s degree + 20 years of experience in Service industryStrong knowledge of CE service business including repair network management, contract negotiation, industry trends, service and customer relationships, supply chain, budgeting, team management.Experience working with VP+ level internally and externally with retailers/partners. Background in consumer electronics products and Customer Service. Present and obtain approval of strategic initiatives up to SEA CEO and CFO level. Experience leading large teams. Strategic thought process, able to think several steps ahead. Able to solve difficult problems with creative solutions.#LI-HT1

Samsung Electronics America (SEA) is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. Across each of these areas, our work drives innovation, economic growth and workforce opportunity in the United States.
For nearly five decades, Samsung has been at the forefront of technological advancements, investing over $100 billion and creating more than 20,000 jobs nationwide. Our mission? To integrate cutting-edge products, services, and AI technology to deliver smarter, sustainable, and more connected experiences that empower people to live better.
As a wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA offers opportunities to work alongside global visionary thinkers and innovators who are passionate about making a difference. Explore the exciting opportunities at Samsung Electronics America and discover how you can make an impact.

Role and Responsibilities

This role owns, end to end, the Consumer Electronics customer service experience, which occurs in 1.1M customer homes per year. This includes but not limited to: strategy, network management/development/hiring and training, safety & security of customers, communication, appointment management (triage/parts ordering/scheduling), tech soft skills, customer expectation, people management. The role also has to manage world class service delivery across a network of over 40 BPO’s. In 2027 will expand to managing operational functions for CE spare parts supply chain and logistics. Role will also require leadership to drive AI solutions within Samsung HQ and external partners. Key responsibilities include:

• Maintain a high level of relationship with internal/external customers and partners to ensure that Care procedures are accountable and transparent. CE/DA/B2B Sales team interaction. Support sales initiatives as needed, interact with Retail/B2B Customers, diffuse escalations due to any product quality issues.
• Drive AI solutions through internal and external solutions
• Manage Engineering and Quality teams to monitor and drive product and repair quality and innovation in repair to support expansion of repair offerings to all channels.
• Act as escalation point for all Retailers, B2B Customers, BE’s, ASC’s, CE Sales team.
• Support Readiness process for all new product introductions and new services across CE. Drive Blue Ribbon and Care + solutions across CE
• Develop and lead implementation of long-range and annual strategies for CE Care, including Repair Network, Care Awareness, Process innovation and Partner strategy.
• Manage merit, MBO, promotion, necessary hiring, reduction and organization enhancement for entire CE Care organization. Manage and drive team health and collaboration across all CE Care teams and with other teams in SEA Care and CE Sales Org.

Skills and Qualifications

The successful candidate will have the following experience:

• Bachelor’s degree + 20 years of experience in Service industry
• Strong knowledge of CE service business including repair network management, contract negotiation, industry trends, service and customer relationships, supply chain, budgeting, team management.
• Experience working with VP+ level internally and externally with retailers/partners.
• Background in consumer electronics products and Customer Service.
• Present and obtain approval of strategic initiatives up to SEA CEO and CFO level.
• Experience leading large teams.
• Strategic thought process, able to think several steps ahead.
• Able to solve difficult problems with creative solutions.

#LI-HT1