VP, Customer Care
Samsung Electronics • Plano, TX7d
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VP, Customer Care, Consumer Electronics
Samsung Electronics•Plano, TX
About The Position
Samsung Electronics America (SEA) is hiring a VP, Customer Care to own the end-to-end Consumer Electronics customer service experience, which takes place in 1.1 million customer homes each year. The role leads service strategy and delivery, including repair network management and development, hiring and training, customer safety and security, communications, appointment triage and scheduling, parts ordering, technical soft skills, customer expectations, and people management. It also manages service delivery across a network of more than 40 BPOs. In 2027, the position is expected to expand to include operational functions for the Consumer Electronics spare-parts supply chain and logistics. The VP will also lead efforts to drive AI solutions with Samsung headquarters and external partners. The role develops and implements long-range and annual strategies for Consumer Electronics Care, covering the repair network, care awareness, process innovation, and partner strategy. It works across internal teams and external partners to maintain accountable and transparent care procedures, support sales initiatives, manage escalations, improve product and repair quality, and prepare for new product and service introductions. The position also manages organizational performance and development, including compensation and performance processes, promotions, hiring, reductions, and organizational improvements. Samsung Electronics America describes itself as an inclusive employer committed to diversity, equal employment opportunity, and providing reasonable accommodations to qualified individuals with disabilities during the application process.
Requirements
- Bachelor’s degree and 20 years of experience in the service industry.
- Strong knowledge of the consumer electronics service business, including repair network management, contract negotiation, industry trends, service and customer relationships, supply chain, budgeting, and team management.
- Experience working with VP-level and more senior stakeholders internally and with retailers and partners externally.
- Background in consumer electronics products and customer service.
- Experience presenting strategic initiatives and obtaining approval at SEA CEO and CFO level.
- Experience leading large teams.
- Strategic thinking and the ability to anticipate multiple steps ahead.
- Ability to solve difficult problems with creative solutions.
Responsibilities
- Own the end-to-end Consumer Electronics customer service experience, including strategy, service network development and management, hiring and training, customer safety and security, communications, appointments, technical soft skills, customer expectations, and people management.
- Manage world-class service delivery across a network of more than 40 BPOs.
- Lead AI solution initiatives with Samsung headquarters and external partners.
- Maintain relationships with internal and external customers and partners to ensure Care procedures are accountable and transparent.
- Interact with Consumer Electronics, Digital Appliances, and B2B Sales teams; support sales initiatives as needed and work with retail and B2B customers.
- Address escalations related to product quality issues and act as an escalation point for retailers, B2B customers, business entities, authorized service centers, and the Consumer Electronics Sales team.
- Manage Engineering and Quality teams to monitor and improve product and repair quality and innovation in repair, supporting expansion of repair offerings across channels.
- Support readiness for new Consumer Electronics product introductions and services, and drive Blue Ribbon and Care+ solutions across Consumer Electronics.
- Develop and lead implementation of long-range and annual Consumer Electronics Care strategies, including repair network, care awareness, process innovation, and partner strategy.
- Manage merit, MBO, promotions, hiring, workforce reductions, and organizational enhancement for the Consumer Electronics Care organization.
- Promote team health and collaboration across Consumer Electronics Care, SEA Care, and the Consumer Electronics Sales organization.
- In 2027, take on operational functions for the Consumer Electronics spare-parts supply chain and logistics.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
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