Samsung Senior Vice President Customer Care 

United States, New Jersey 

968830949

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.