Sr. Manager, SEA Care Process Innovation

Samsung; Plano (TX); On-site; USD 150,000 - 210,000; Full time

Job summary

Samsung Electronics America, Inc. (SEA) leads North America in customer service process innovation, AI adoption, and intelligent automation. The role focuses on transforming care operations, driving program governance, and delivering data-driven improvements across SEA divisions.

Reporting to top leadership, you will align with Korea HQ and global partners to advance AI transformation, implement IPA solutions, and build a scalable AI governance framework for enterprise-wide use.

Qualifications

• Bachelor's degree in Business, Engineering, Information Systems or related field.
• MBA is preferred but not required.
• Minimum 8+ years of experience in project management, budgeting, and analytics.

Responsibilities

• Set up and manage KPIs with business owners or leadership for continuous performance improvement.
• Lead technical and operational project teams to achieve objectives.

Skills

KPI & Performance Management

Team Leadership

Project Management

Continuous Improvement

Change Management

Data & Analytics

Root Cause Analysis

AI Strategy & Vision

Intelligent Automation

AI Governance

AI Capability Building

Education

Bachelor's degree in Business, Engineering, Information Systems

MBA (preferred)

Tools

Celonis

UiPath Process Mining

Job description

Position Summary

This role is not eligible for immigration sponsorship

Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States-investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we're creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd.

To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.

The primary objective of this position is to lead North America's Customer Service Process Innovation activities, including business process transformation, AI and intelligent automation adoption, system improvement, and performance excellence across all Care divisions.

In order to achieve higher business performance and synergy across SEA subsidiaries, this position is expected to maintain effective communication with North America's business units, Korea HQ, and global technology partners regarding Process Innovation and AI transformation activities.

Role and Responsibilities

major businesses that include project management, process design, development and implementation

• [KPI & Performance Management] Set up and manage KPIs by working with business owners or senior leadership teams to establish continuous performance and quality improvement efforts
• [Team Leadership] Lead the project technical and operational team and maintain project objectives through effective management skills. Team members can report directly into this role.
• [Project Management] Define the scope of the project in collaboration with business owners, create a detailed work plan which identifies activities, implement the project, and monitor progress for successful completion
• [Continuous Improvement] Maintain and improve existing systems and processes continuously to evolve with changing business strategies, and ensure alignment to industry standards by performing market studies
• [Change Management] Lead cross-functional teams that gather information to identify improvement strategies by understanding the organization structure and navigating the organization to effectively drive change management systems or processes
• [Data & Analytics] Acquire data and analyze results using statistical techniques, interpret trends or patterns in complex data sets, and work with management to prioritize business and information needs
• [Root Cause Analysis] For any issues or problems, perform deep dive analysis and research to find root cause and appropriate corrective actions to resolve the issue, optimize process and provide governance
• [AI Strategy & Vision] Define and champion the AI transformation roadmap for the SEA Process Innovation function; identify high‑impact AI/ML use cases across Care operations (contact center, eCommerce, field service, warranty) and build a prioritized pipeline aligned with business strategy
• [Intelligent Automation] Lead deployment of Intelligent Process Automation (IPA) solutions that combine Robotic Process Automation (RPA) with AI/ML capabilities - including NLP, computer vision, and predictive analytics - to automate high-volume and judgment‑intensive workflows
• [AI‑Powered Process Mining] Leverage AI‑powered process mining and task mining tools (e.g., Celonis, UiPath Process Mining) to objectively map as‑is processes, quantify inefficiencies, and build a data‑driven transformation roadmap
• [Generative AI Adoption] Evaluate, pilot, and scale Generative AI (GenAI) applications - including LLM‑based agent workflows, intelligent document processing, and AI‑assisted decision support - to improve Care service quality and team productivity
• [AI Governance] Establish an AI governance framework for the PI function: define standards for model quality, data privacy compliance (PDPA, GDPR), bias monitoring, and responsible AI usage consistent with Samsung's enterprise policies
• [AI Capability Building] Build AI literacy and capability across the PI team and broader Care organization through structured training programs, workshops, and communities of practice; evangelize the AI‑first mindset

Skills and Qualifications

• Bachelor's degree (BA or BS) in Business, Engineering, Information Systems, or related field. MBA is preferred but not required
• Minimum 8+ years of experience performing project management, budget management, and financial and operational analysis
• Experience in financial and operational analysis and presentation to executive management teams
• Demonstrated ability to identify areas of process improvement and managing improvement projects
• Experience in business process review and analysis, managing departmental and project budgets
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