Senior Vice President, Customer Care

Position Summary

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.

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.

Regular full-time employees (salaried or hourly) have access to benefits including: 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.

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