VP, Customer Care, Consumer Electronics

Samsung Electronics; United States; On-site; USD 150,000 - 210,000; Full time

Job summary

Samsung Electronics America is seeking a senior leader to own the Consumer Electronics customer service experience end-to-end across a broad national network. The role oversees strategy, network development, hiring, training, safety and scheduling, and drives world-class service with 40 BPO partners.

It also leads AI initiatives in collaboration with Samsung HQ and external partners to innovate repair and service offerings.

Qualifications

• Bachelor’s degree and 20+ years in the service industry.
• CE service business knowledge including repair network management, contracts, trends, and customer relationships.
• Experience with VP+ level internal/external with retailers/partners.
• Background in consumer electronics products and customer service.
• Present and obtain approval of strategic initiatives up to SEA CEO and CFO.
• Experience leading large teams.
• Strategic thinking with long-range planning.
• Creative problem-solving abilities.

Responsibilities

• Lead end-to-end CE customer service across 1.1M homes/year.
• Manage strategy, network development, hiring, training, safety and scheduling.
• Direct world-class service delivery across 40 BPOs.
• Drive AI solutions with Samsung HQ and external partners.
• Lead readiness for new products and services across CE.
• Develop long-range and annual CE Care strategies.
• Manage merit, promotions, and team health across CE Care.
• Escalation point for Retailers, B2B customers, BE’s, ASC’s, CE Sales.

Skills

CE service business knowledge

Contract negotiation

Industry trends

Service and customer relationships

Supply chain

Budgeting

Team management

Leadership experience

Strategic thinking

Creative problem solving

Education

Bachelor’s degree + 20 years of experience in Service industry

Job description

Position Summary

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.

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