VP, Customer Care, Consumer Electronics

Samsung Electronics Co., Ltd. • $160K — $200K *

Plano, TX 75025In-Person

Consumer Technology

15+ years of experience

Today

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Job Overview by Ladders

Qualifications

Bachelor's degree and 20 years of experience in the service industry
In-depth knowledge of consumer electronics service, repair management, and supply chain
Experience in contract negotiation and managing customer relationships
Strong executive presence, liaising with VP+ level stakeholders
Proven ability in leading large teams and driving strategic initiatives
Strategic thinker, capable of planning several steps ahead
Creative problem solver with innovative solutions

Responsibilities

Own and oversee the Consumer Electronics customer service experience across over 1.1M homes annually
Maintain high-quality relationships with internal and external partners, ensuring accountability and transparency in Care procedures
Implement AI solutions in collaboration with internal and external stakeholders
Lead Engineering and Quality teams to enhance product and repair quality
Act as the escalation point for various customer and retailer issues
Support readiness for new product launches and service introduction
Develop and execute long-term and annual strategies for CE Care, including repair networks and innovations.

Benefits

Team-focused work environment promoting collaboration
Opportunities for professional growth and career advancement
Exposure to cutting-edge AI solutions and technology
Purpose-driven role impacting customer experiences on a large scale
The potential to influence strategic decisions at the executive level

Full Job Description

Position Summary

This role owns, end to end, the Consumer Electronics customer service experience, which occurs in 1.1M customer homes per year. This includes but not limited to: strategy, network management/development/hiring and training, safety & security of customers, communication, appointment management (triage/parts ordering/scheduling), tech soft skills, customer expectation, people management. The role also has to manage world class service delivery across a network of over 40 BPO's. In 2027 will expand to managing operational functions for CE spare parts supply chain and logistics. Role will also require leadership to drive AI solutions within Samsung HQ and external partners. Key responsibilities include:

Maintain a high level of relationship with internal/external customers and partners to ensure that Care procedures are accountable and transparent. CE/DA/B2B Sales team interaction. Support sales initiatives as needed, interact with Retail/B2B Customers, diffuse escalations due to any product quality issues.
Drive AI solutions through internal and external solutions
Manage Engineering and Quality teams to monitor and drive product and repair quality and innovation in repair to support expansion of repair offerings to all channels.
Act as escalation point for all Retailers, B2B Customers, BE's, ASC's, CE Sales team.
Support Readiness process for all new product introductions and new services across CE. Drive Blue Ribbon and Care + solutions across CE
Develop and lead implementation of long-range and annual strategies for CE Care, including Repair Network, Care Awareness, Process innovation and Partner strategy.
Manage merit, MBO, promotion, necessary hiring, reduction and organization enhancement for entire CE Care organization. Manage and drive team health and collaboration across all CE Care teams and with other teams in SEA Care and CE Sales Org.

Skills and Qualifications

The successful candidate will have the following experience:

Bachelor's degree + 20 years of experience in Service industry
Strong knowledge of CE service business including repair network management, contract negotiation, industry trends, service and customer relationships, supply chain, budgeting, team management.
Experience working with VP+ level internally and externally with retailers/partners.
Background in consumer electronics products and Customer Service.
Present and obtain approval of strategic initiatives up to SEA CEO and CFO level.
Experience leading large teams.
Strategic thought process, able to think several steps ahead.
Able to solve difficult problems with creative solutions.

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About Samsung Electronics Co., Ltd.

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There has never been a better time to join the global team of Samsung Electronics Co., Ltd. professionals—the leading force in innovation and technology in the electronics industry.

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Join Samsung Electronics Co., Ltd.'s top-tier team to assist some of the most well-known global enterprises in mastering their technological and digital transformation journeys. Transform businesses and entire sectors with the brightest minds at Samsung, leveraging a unique position in the marketplace at the crossroads of technology, industry expertise, and digital innovation. Engage with a worldwide team of business and technology advisors to help clients navigate their journey through cutting-edge technological advancements. Collaborate with a vast network of professionals dedicated to upholding Samsung's reputation as a leader in the electronics and technology sector.

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