Senior Manager of Mobile Customer Care Readiness

Position Summary

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” that push boundaries and defy barriers. The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA’s ENERGY STAR® Corporate Commitment Partner, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices, and operations.

People | Excellence | Change | Integrity | Co-prosperity

We are currently seeking a Senior Manager of Mobile Customer Care Readiness.

The Senior Manager of Mobile Customer Care Readiness Coordinate will work across departments within mobile customer care teams to support Go to Market launch of new products. Utilize Project Management skills to align across multiple Customer Care groups including, Contact Center, Repair Center management, Service Engineering, Service Parts, Service Account management to support a great customer care experience to consumers who purchase Samsung products and need Customer Care support.

Candidate will need to interact with leaders with Mobile customer care, other operational teams, and product marketing teams. Candidate will be responsible for maintaining and providing regular updates on the progress of all aspects of Care Readiness for Mobile Products including Mobile Phones, Wearable, Audio, NotePC and Chromebook products. Candidate will also need to be able to develop capabilities of team members as new products and product categories as a subject matter experience across varying areas of new technologies (eSIM, AI, etc…).

Role and Responsibilities

Specific responsibilities include:

• Coordinate Project Management tasks cross functionally across all departments supporting MX Care including contact center, parts operations, technical & repair training to support Go to Market activities for all new MX Product launches
• Understand overall strategy for MX Care and drive actions to support that strategy during the launch of new projects
• Review and provide direction on updates to webpages related to Customer Care offerings to customers on Samsung.com
• Understand when and how to raise issues to senior leadership for further input
• Understand NPS as a customer satisfaction metric and also the operational tasks that increase NPS
• Represent MX Readiness to cross-functional PMO meetings, IMTs and launch marketing operations
• Develop and Maintain B2B readiness strategy for servicing products launched as B2B as well as tools and service plans that support B2B customers purchasing Samsung products.
• Manage Quality / PR Risk communications from IM sources (Internal to SEA & Global CS HQ) for Contact Center, Walk-In Service, Social Media, Customer Care Carrier notification.  Includes reviews from SEA teams such as PR, Risk Communications, Legal, Public Affairs, Product Management
• Ability to foresee potential product launch / quality issues and create mitigation plans for issues working with SEA CS Operations, HQ directly.
• Maintain and coordinate IT development across Customer Care system teams (Digital Service Request, Repair Ticketing systems and other systems) as it relates to new product information
• Maintain and Coordinate Timeline for HQ / SEA Launch Deliverables – Parts, Jigs, Systems Setup, Training

Skills and Qualifications

Background & Competencies Required:

• Prior experience in product/services planning and/or strategy required.
• Prior experience in Mobile support or Consumer Electronics is a plus
• Must have experience with Microsoft Office Suite and extensive use of Microsoft presentation software
• Must have demonstrated project and program management skills
• Demonstrated competency in both oral and written communication modes for both internal and external personnel at various levels.
• The ability to develop tasks and work assignments, based on sometime vaguely defined objectives.
• Ability to think critically and problem solve in a fast paced environment
• Ability to see from customer’s perspective
• The ability to sort through multiple and potentially conflicting directions, select the best path and convince all to move forward with that path.
• Bachelor’s degree in Business or Engineering