Position Summary

The Senior Vice President, Customer Care position will report directly to the Samsung Electronics America CEO and will be responsible for elevating the Samsung customer service experience. This role will develop and drive the overall strategy for all things customer service and will create a best-in-class, integrated multi-channel customer care experience that is as innovative as our products.

Role and Responsibilities

Drive the overall Customer Care strategy for Samsung Electroncis America, leading the customer service function across all divisions in B2B and B2C
Elevate and grow digital care to become a critical customer care function, allowing for a truly omnichannel approach to customer service
Manage all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy
Partner cross-functionally to develop comprehensive solutions to customer pain points by serving as the VOC internally
Provide strategic leadership and direction for the delivery of pre and post sales services and support to customers
Leverage processes and technology to improve the efficiency of our support division
Develop, track, and manage KPIs to ensure customer satisfaction and loyalty
Build a collaborative, inclusive, hard-working culture within the Customer Care organization
Identify, design, and implement process improvement strategies to maximize organizational effectiveness and evolve with our customers to deliver a world-class customer experience
Manage all operational departments to ensure effective, metric-driven performance under established and new processes. Directs and coordinates all operational activities to advance company goals and objectives
Partner with sales to ensure customer experience is healthy and hand off to support is well-transitioned
Define and continually assess the roles and responsibilities within the organization and ensure communication across the organization to align on expectations and drive strategy
Collaborate with design teams and provide feedback and data on product quality, repairability and usability to drive continuous improvement of Samsung products.

Skills and Qualifications

Master’s or Bachelor’s degree (BS/BA) in Engineering, Business Administration, or related
Minimum of fifteen years of experience in Service/Business Operations with ten years in a leadership capacity leading and motivating a diverse workforce.
Proven leader who can create a high-performance culture of transformation
Demonstrated ability to initiate, lead, and implement process improvements and departmental or organizational changes
Digital Customer Service & Digital Analytics and/or web-based experience is desired
Technical expertise and knowledge of hardware/software product lifecycle
Experience dealing with complex implementation strategies with internal/external customers
Familiar with quality, testing, support, regulatory, and client satisfaction issues
Extensive management experience across several different aspects of software development and delivery
Next generation thinking with a vision and knows what it takes to take customer service to a new level

The salary range for this role is expected to be between $300,000 and $500,000. Actual pay will be determined considering factors such as relevant skills and experience, and comparison to other employees in the role.

Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 6 months), Paid Time Off, Student Loan Program (after 6 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.

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At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.

* Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.

Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.