Senior Manager, Final Mile Strategy

Position Summary

Headquartered in Englewood Cliffs, N.J., Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we’re creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd.

To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.

People | Excellence | Change | Integrity | Co-Prosperity

Role and Responsibilities

Overview: 

We are seeking a highly motivated, creative, and innovative Senior Leader to join our Delivery and Installation team and as a subject matter expert to the organization. This role will focus on enhancing the delivery and installation experience for our Home Appliance and Television products, ensuring seamless integration with the Samsung Eco-System. The ideal candidate will leverage their previous experiences and customer engagement expertise to develop, implement, and manage new processes across our network. They will also ensure that the right systems and tools are in place to execute on our vision, fostering strong relationships with key vendor partners and collaborating with various internal departments. This position requires a vocal and proactive individual who can drive innovation and continuously improve the customer experience.

Key Responsibilities:

• Serve as a subject matter expert in delivery and installation processes for Home Appliance and Television products.
• Develop, build-out, and implement innovative new processes to improve the delivery and installation experience, leveraging previous experiences and customer engagement insights.
• Focus on enhancing the in-home delivery experience, including building new capabilities to support the integration of the Samsung Eco-System.
• Ensure the availability and effectiveness of the right systems and tools to execute on the vision.
• Identify, manage, and collaborate with key vendor partners to ensure the successful execution of these processes.
• Collaborate across multiple internal departments to ensure alignment and effective communication.
• Monitor and analyze delivery and installation performance metrics to identify areas for improvement.
• Provide training and support to internal teams and vendor partners on new processes and technologies.
• Stay updated on industry trends, best practices, and emerging technologies related to delivery and installation services.

Position Objective:

• Create and manage market differentiating CEJs (Customer Experience Journeys).
• Develop and Implement best-in-class delivery and installation experiences.
• Improve CSAT, Customer Retention and Brand Loyalty.
• Identify and Integrate Key Strategic Partners to support the Samsung D&I Vision.

Identify and support the development of the necessary systems and technologies

Skills and Qualifications

Qualifications:   

• Bachelor's degree in Logistics, Supply Chain, Engineering, Business Administration, or a related field.
• 10+ years of experience in delivery & installation, CX services, retail, or a related industry, with a proven track record in Final Mile operations.
• Expertise in Final Mile technologies, applications, and installation services.
• Strong leadership skills with the ability to manage teams and drive strategic initiatives to completion.
• Excellent analytical and problem-solving skills, with a focus on innovation and continuous improvement.
• Proven ability to develop new strategies and techniques, while delivering high-quality results.
• Strong understanding of delivery and installation processes for Home Appliance and Television products.
• Proven ability to develop and implement new processes and workflows.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments.
• Experience in vendor management and relationship building.
• Familiarity with the Samsung Eco-System and its integration capabilities is a plus.
• St