Senior Manager, Customer Care Programs

National Black MBA Association; Ridgefield Park, Northern (NJ, KY); Hybrid; USD 90,000 - 140,000; Full time

Job summary

Samsung Electronics America, Inc. in Ridgefield Park, NJ is seeking a Senior Manager of Customer Care Programs to build and expand paid service offerings and deliver go-to-market strategies that drive loyalty across our product portfolio.

You will partner with Product, Sales, TPAs, and partners to develop programs, manage contracts, analyze performance, and present executive-level materials. Strong leadership and data-driven decision making are essential.

Qualifications

• B.S. in technology or business or equivalent experience.
• Advanced GTM strategy, data analytics and performance assessment.
• Strong KPI understanding and accounting knowledge related to services.
• Excellent time management and ability to work under pressure.
• Strong relationship management and negotiation skills.
• Proficient in Microsoft Office (Excel, PowerPoint, Word).

Responsibilities

• Lead the expansion and management of Paid Service Programs like Care+ and ClubTV.
• Collaborate with Sales, eCommerce, and TPAs to drive program growth and partnerships.
• Develop and present executive-level materials and analytics.
• Develop pricing models and go-to-market strategies for new services.

Skills

Business GTM strategy

Data analytics

Performance assessment

Documentation

Microsoft Office Suite

Negotiation

Relationship management

Presentation skills

Education

Bachelor's in technology or business

Master's degree (preferred)

Tools

Microsoft Excel

PowerPoint

Word

Job description

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves relentless pioneers that push boundaries and defy barriers. The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA’s ENERGY STAR® Corporate Commitment Partner, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices, and operations. We are currently searching for a Senior Manager, Customer Care Programs. The Senior Manager of Customer Care Programs will be responsible for building Care programs, developing go-to-market strategies, identifying opportunities to expand and grow the portfolio of Care products, and drive customer loyalty and retention.

Responsibilities and Duties:

• Expansion of various Paid Service Programs (such as Care+, ClubTV) including Digital Appliances scope of the Paid Care Business;
• Growth of business through various internal (S.com) / external channels (Partnerships with Retail, Distribution, Service, etc.);
• New product development and value enhancement with Third Party Administrators (TPAs) - (i.e. Asurion, Assurant, OnPoint etc.);
• Execution of over-arching strategy & Partner Programs (all key benefits of Care programs to our customer accounts);
• Interaction and collaboration with sales and eCommerce teams to develop benefit analysis and related programming or presentations for product concepts;
• Interaction and collaboration with Partner Care team on mutual clients and goals;
• Work with Product Managers for B2C to develop Paid Service Products for short, mid and long term market opportunities;
• Management of various contracts for Paid Service Program with partners (TPAs, Retailer Partners etc.);
• Product and pricing model - i.e. promotions, retail channel - package CARE+ with finished goods, work with product team and TPAs to develop;
• Preparation and presentation of executive-level meeting materials including decks and/or analytic workbooks

Background/Experience Required:

• B.S. degree in a technology or business related field and/or 12 years of related experience and a bachelor’s degree or 4 years and a master’s degree in warranty, partner management, store operations, P&L management, and retail strategy;
• Advanced level in business and GTM strategy / Data Analytics / Performance Assessment and Documentation;
• Full understanding of relevant KPIs and Accounting Knowledge related to business fields (i.e. Paid Services, Warranty program, KPI / Cost structure related to service functions such as customer contact support and repair, Risk Underwriting, Marketing, Retail and Carrier business etc.);
• Excellent time management and organization capabilities;
• Works well under pressure;
• Relationship management (internal & external);
• Researching, Documentation, Presentations, Negotiation and persuasion skills;
• Proficiency in Microsoft Office Suite including Excel, Powerpoint, and Word.

Necessary Skills and Attributes:

Demonstrated ability to interact at all levels within customer's organizations. The ability to negotiate with and convince others, in a potentially adversarial environment, including customer leadership, directors and managers with opposing views to accept/approve plans, technical and project recommendations. The ability to plan, organize and prioritize multiple strategic programs and simultaneous performance objectives. The ability to write, read, interpret, explain and act based on a thorough understanding of technical documents, engineering materials and contracts or related documents. Ability to make professional sales and business presentations in writing, through email, reports, or orally, including complex business and technical matters to an audience of high technical skills, management and operational experience. Ability to support a cross-functional Samsung team to achieve customer contracted objectives and specific team goals within established time frames and requirements. Assist in and if needed direct the Samsung team in lab and field trials related to introduction of products sold to the customer.

Physical/Mental Demands:

Work is generally performed in an office environment. Operate a computer keyboard and view a video display terminal between more than 50% of work time, including prolonged periods of time. Requires considerable work utilizing high visual acuity / detail, numeric / character distinction and moderate hand / finger dexterity. The movement and transportation of equipment, most of the time is under 25 pounds. Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenges and project management deadlines. Machines, tools, equipment, and work aids include PC’s, printers, copiers, faxes and other equipment commonly associated with an office work area. May require working additional hours beyond normal schedule. Travel varies depending on position.

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