Director, Direct to Consumer Field Operations

Samsung Electronics•Plano, TX

4d•Onsite

About The Position

This role is focused on the Direct to Consumer, Customer Care Operations, a main objective for Samsung Care. Samsung Care is shifting its focus on Direct to Consumer repair services & customer/product support. This is part of Samsung’s heightened focus on loyalty & retention. This role is focused on building, designing, driving, executing and verifying all aspects for repair execution within Retail and Field environments. The role will need to support the design of the customer experience and “last mile” execution across internal teams and external partnerships and be responsible for all nationwide store managers/owners, technicians, in-store employees, field reps, remote tech support.

Requirements

Bachelor’s Degree with 12+ years of directly related experience required.
Experience as Program and/or Operations in retail/service environment.
Candidate must demonstrate success in leading Programming/Project Management teams.
Must be able to read, write, analyze and organize programming projects according to priority as well as stay on target according to timelines established.
Must be comfortable with up to 20% of time doing business travel.
Excellent communication skills and capability to advocate for department needs.
Ability to work cross functionally with various departments, vendors and third-party associates.
The ability to make professional business presentations in writing, through emails and reports, or orally, including complex business and technical matters to VP/Senior VP’s.
The ability to direct staff to achieve department objectives, team goals, and results within established time frames and requirements.
The ability to develop business plans and metrics, clearly define results to be achieved, make decisions, give direction, and measure individual/team performance and sales results.

Responsibilities

Operational ownership of Samsung branded repair locations. This includes retail stores and field employees in trucks and vans, nationwide. This also includes the corporate staff teams that support those functions.
Responsible for using the Samsung branded locations as the Center of Excellence for the Direct to Consumer (DTC) experience. All KPI’s must perform at the highest level, these locations should be used as an example for the 1000+ locations in the Samsung DTC Network.
Responsible for using Samsung branded location to test new tools, systems and processes. Prove the concept then help transition to the field operations team to deploy nationwide.
Building a team, support structure, and resource plan that supports all repair companies and partner stores 7-days a week (including Sat & Sunday and holidays).
External relationships including repair shop owners, managers, technicians, and any other types of service providers.
Internal relationships: Cross functional with engineering, training, account management.
Leadership and management of a team that includes contractors and full-time employees.
Ensure target achievement of Samsung Performance Metrics (NPS, CSAT, TAT, Redo).
Coordinate the delivery of retail services among different program activities to increase effectiveness and efficiency.
Ensure that the program operate within the approved budget.
Monitor and approve all budgeted program expenditures.
Manage all project funds according to established accounting policies and procedures.
Monitor retail service program activities on a regular basis and evaluate according to the program framework.
Store level training & execution (repair shops).
Innovative input to create better repair process, policy & compliance.
Audit of service partners & operations.