VP, Customer Care, Consumer Electronics

Position Summary

Role and Responsibilities

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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