VP, Customer Care & AI Innovation for Consumer Electronics

Samsung Electronics; Plano (TX); On-site; USD 180,000 - 260,000; Full time

Job summary

Samsung Electronics America is seeking a senior leader to own the end-to-end consumer electronics customer service experience, guiding strategy, talent, and operations across a broad partner network. You will drive AI-enabled care initiatives and oversee repair quality, while coordinating with engineering and sales to expand service offerings across channels.

The role requires strong executive relationship skills, a deep background in CE services, and proven capability to manage large teams and

Qualifications

• Bachelor’s degree required; 20 years in the service industry or related field.
• Strong knowledge of CE service business including repair network management, contracts, budgeting, relationships.
• Experience with VP+ level interactions with retailers/partners; consumer electronics background.

Responsibilities

• Owns end-to-end consumer electronics customer service experience across a large network.
• Lead strategy, hiring, training, safety, scheduling, and care procedures.
• Drive AI solutions and co-lead repair network and service offerings across channels.
• Coordinate with Engineering and Quality teams to improve product repair quality and expansion.

Skills

CE service strategy

Leadership

AI solutions

Stakeholder management

Vendor/partner management

Team building

Contract negotiation

Education

Bachelor’s degree

Job description

Samsung Electronics America is seeking a senior leader to own the end-to-end consumer electronics customer service experience, guiding strategy, talent, and operations across a broad partner network. You will drive AI-enabled care initiatives and oversee repair quality, while coordinating with engineering and sales to expand service offerings across channels.

The role requires strong executive relationship skills, a deep background in CE services, and proven capability to manage large teams and