Director – MX Care B2B (Onsite - Plano, TX)

Samsung • Plano, TX

12d • Onsite

About The Position

Headquartered in Englewood Cliffs, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” that push boundaries and defy barriers. The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA’s ENERGY STAR® Corporate Commitment Partner, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices, and operations. People | Excellence | Change | Integrity | Co-Prosperity Role and Responsibilities Role & Responsibilities The Director – MX Care B2B is a pivotal leadership role within Samsung Electronics America's MX-Care (CSD) division, reporting to the Head of MX Care. This position is responsible for managing B2B partner relationships, driving customer loyalty and retention, and ensuring seamless operations for Mobile Enterprise customers. The role involves building and leading a high-performing team, fostering cross-functional collaboration with internal departments such as marketing, sales, retail, and product management, and maintaining strong external relationships with B2B partners.

Requirements

• Bachelor’s Degree in a technology or business-related field and 12+ years of experience in partner management, store operations, P&L management, and retail strategy and/or Master’s Degree in a technology or business-related field and 10+ years of experience in partner management, store operations, P&L management, and retail strategy.
• Advanced in Microsoft Office Suite (PowerPoint, Excel and Access) and have excellent database management skills.
• Experienced in project management, problem solving skills & excellent follow-up.
• Excellent organizational and communication skills both written or verbal (heavy data reporting of results)
• Good presentations skills in front of all size groups, vendors and servicers.

Responsibilities

• Engages with potential partners to understand and anticipate current and future customer needs, fostering strong relationships to enhance our customer support.
• Conducting proactive analysis to improve service KPIs, business processes, and cost-influencing factors.
• Managing vendor relationships, including outsourced and on-site employees.
• Resolving customer escalations related to customer service, product quality, and repair processes.
• Maintains MX B2B operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.
• Project Management of all service-related improvements and special divisional projects, including weekly recap reporting.
• Adaptability to thrive in the dynamic and evolving Customer Care landscape.
• Contractual analysis and enforcement of partnerships.
• Facilitating workshops, business reviews, and quarterly meetings to enhance partnerships and scope.
• Ensuring timely completion of reports, projects, and daily tasks while maintaining a flexible business rhythm.
• Oversight of task owners including daily task follow-up, project management and timely execution of all pending tasks.
• Manage a business rhythm and maintain a weekly schedule which enables flexibility & partner touchpoints.
• Facilitate vendor meetings & quarterly business reviews.
• 20% travel requirement throughout the US for location visits, training, meetings, etc.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director