Senior Vice President, Customer Care - Remote

Overview

The Senior Vice President, Customer Care position will report directly to the Samsung Electronics America CEO and will be responsible for elevating the Samsung customer service experience. This role will develop and drive the overall strategy for all things customer service and will create a best-in-class, integrated multi-channel customer care experience that is as innovative as our products.

In Short

• Drive the overall Customer Care strategy for Samsung Electronics America.
• Lead the customer service function across all divisions in B2B and B2C.
• Elevate and grow digital care to become a critical customer care function.
• Manage all facets of customer retention (CRM).
• Provide strategic leadership and direction for pre and post sales services.
• Leverage processes and technology to improve support efficiency.
• Develop, track, and manage KPIs to ensure customer satisfaction.
• Build a collaborative culture within the Customer Care organization.
• Identify and implement process improvement strategies.
• Collaborate with design teams to drive continuous improvement of products.

Requirements

• Master’s or Bachelor’s degree in Engineering, Business Administration, or related.
• Minimum of fifteen years of experience in Service/Business Operations.
• Ten years in a leadership capacity.
• Proven leader who can create a high-performance culture.
• Demonstrated ability to lead and implement process improvements.
• Digital Customer Service & Digital Analytics experience desired.
• Technical expertise in hardware/software product lifecycle.
• Experience with complex implementation strategies.
• Familiar with quality, testing, support, and client satisfaction issues.
• Next generation thinking with a vision for customer service.

Benefits

• Medical, Dental, Vision, Life Insurance.
• 401(k) and Employee Purchase Program.
• Tuition Assistance after 6 months.
• Paid Time Off and Student Loan Program after 6 months.
• Wellness Incentives.
• MBO bonus compensation based on performance.
• Diverse workforce and equal opportunities.
• Reasonable accommodations for qualified individuals with disabilities.
• Access to a global network of technology innovations.
• Commitment to building a better tomorrow for customers and communities.