Vice President, Consumer Care & AI for Electronics

Samsung Electronics America; Plano (TX); On-site; USD 180,000 - 240,000; Full time

Job summary

Samsung Electronics America (SEA) is seeking a senior leader to own the end-to-end Consumer Electronics customer service experience, overseeing a vast network and multiple BPO partners. The role drives strategy, hiring, training, and safety while coordinating with sales and engineering to expand repair offerings across channels.

The ideal candidate has extensive CE service experience, strong leadership, and the ability to influence at VP+ levels across retailers and partners, with a focus on

Qualifications

• Bachelor’s degree in a relevant field plus extensive service industry experience.
• Deep knowledge of CE service business including repair networks, contracts, trends, and customer relations.
• Experience working with VP+ level stakeholders and retailers/partners.

Responsibilities

• Own end-to-end CE customer service experience across a large network of 40+ BPOs.
• Lead strategy, network development, hiring, training, and safety across CE Care.
• Drive AI solutions and partnerships with Samsung HQ and external partners.
• Oversee engineering and quality teams to ensure repair quality and innovation.
• Manage escalation points for Retailers, B2B Customers and internal teams.
• Develop long-range strategies for CE Care, including network and awareness initiatives.

Skills

CE service management

Repair network

Vendor relationships

Strategic planning

Leadership of large teams

Education

Bachelor’s degree

Job description

Samsung Electronics America (SEA) is seeking a senior leader to own the end-to-end Consumer Electronics customer service experience, overseeing a vast network and multiple BPO partners. The role drives strategy, hiring, training, and safety while coordinating with sales and engineering to expand repair offerings across channels.

The ideal candidate has extensive CE service experience, strong leadership, and the ability to influence at VP+ levels across retailers and partners, with a focus on