Director, Project Management - Care

Samsung Electronics•Plano, TX

About The Position

The Director, Project Management (also referred to as Director, PMO) leads strategic communication and project management for business initiatives in Samsung Electronics America’s Customer Care organization. The role partners with internal clients and leaders to align initiatives with organizational goals, develop strategic plans, and deliver measurable results. It establishes communication and reporting cadences that support timely decisions and resolution of issues, and coordinates communications across stakeholders at multiple organizational levels. The position manages executive and organizational communications, including preparing messages and materials for senior leaders, developing internal and external communication plans, and producing company-wide town halls and all-hands meetings. It also coordinates Care Partner Councils and quarterly business reviews, supports external speaking engagements and industry events, and works with internal teams and agencies to create and distribute content. The role analyzes business, market, customer, and engagement information; identifies risks and opportunities; and provides recommendations to senior leadership. This role is not eligible for immigration sponsorship. Regular full-time employees are eligible for company benefits and may receive MBO bonus compensation based on company, division, and individual performance.

Requirements

At least 12 years of experience with a bachelor’s degree, or at least 10 years of experience with a master’s degree.
Degree and experience preferably in Business, Finance, Journalism, Communications, or a related field.
Proven experience in business strategy and project management.
Demonstrated knowledge of and proficiency with communication technologies.
Excellent communication and presentation-preparation skills.
Strong interpersonal skills and ability to build collaborative relationships.
Strong analytical and problem-solving skills.

Nice To Haves

Experience in the Customer Care industry.
Familiarity with cross-functional project management methodologies.
Advanced proficiency in data analysis and visualization tools.
Experience working with senior leadership and across organizational levels to drive strategic initiatives.

Responsibilities

Lead project management efforts for business initiatives and ensure alignment with organizational objectives.
Develop and execute strategic plans to drive growth and innovation within the Customer Care business.
Determine methods and procedures for new assignments and coordinate the work of others.
Collaborate with cross-functional teams to identify process-improvement and operational-efficiency opportunities.
Analyze market trends, competitor strategies, and internal performance data to inform decisions on complex issues.
Identify critical risks using internal and external factors and provide actionable insights and recommendations to senior leadership.
Prepare messages shared across the business organization for urgent internal and external tasks supporting the SVP’s management activities.
Develop internal and external communication plans for business initiatives and manage appropriate delivery of communications.
Support senior leaders by drafting speeches, scripts, documents, social media content, and other materials.
Plan, produce, and manage company-wide town halls and all-hands meetings, including logistics, content, run-of-show, Q&A strategy, and follow-up communications.
Coordinate with PR and Marketing on external speaking engagements, including preparation and scheduling.
Launch and sustain quarterly Partner Councils across Care BPOs.
Schedule, coordinate, and facilitate Care QBRs; track and follow up on action items and strategic decisions.
Coordinate with Events, Social, Content, and external communications partners to amplify executive communications tied to Care events.
Track engagement across platforms and use data to inform decisions where appropriate.
Research business challenges, customer behavior, target audiences, competitive activity, and environmental factors affecting programs and departments.
Manage and participate in creating digital, video, audio, and print content with internal stakeholders and external support agencies.
Support key projects, including trade shows and industry events.
Manage staff meetings and coordinate the calendar and long-term schedule with the executive assistant.