Vice President, Customer Care Operations

Position Summary

Reporting to the SVP of Customer Care and based in Ridgefield Park, NJ, the Vice President of Care Operations is a customer facing role responsible for providing the strategic direction, leadership, and execution of Customer Support, B2B Display Service, Warranty and Technical Returns for Samsung Electronics America.

Your focus will be on enabling a digital and customer first approach, and in the process, navigate the organization away from a purely break fix mentality.

You will drive critical improvements in people & organization structure, culture, process, policy, technology and infrastructure.

You will be responsible for the strategic planning and providing leadership to a large team executing on operations and processes aimed at the continuous improvement of the customer experience.

You will be skilled in driving a culture of innovation and continuous improvement by :

• Creating and managing - Leadership development / succession programs, employee engagement and morale
• Identifying and implementing new proven technologies aimed at increasing efficiency and driving a digital first environment

The successful Vice President will be a highly effective communicator, regularly engaging Samsung senior executives on all aspects and functions of Customer Support, B2B Display Care, Warranty and Returns Operations while inspiring his or her team in developing and documenting best practices in the performance of all duties and responsibilities.

Role and Responsibilities

• Work with Senior Leaders to develop and implement strategic objectives
• Identifying and evaluating state-of-the-art technologies
• Work with 3rd Party Vendors and internal stakeholders to deliver a best in class experience
• Create and contribute information and analysis to organizational strategic plans and reviews
• Develop and maintain a balance by working closely with local leaders and HQ, to drive measurable progress in Customer Support
• Maintain and build professional and technical knowledge by tracking emerging trends in call center operations management;

attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices.

• Provide strong, dynamic leadership that mentors, develops, and guides team members to leverage the value of every call efficiently
• Manage metrics, ensure customer satisfaction, and review statistical performance levels related to Contact Center
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
• Drive a culture that embraces change and continuous improvement
• Develop and maintain the SLA’s for the Customer Support, to increase satisfaction for the organization.
• Develop an overall Strategic Roadmap that enables better service and quality, and cost reduction with key channels including Contact Center and Digital Support
• Initiate new programs that allow Samsung to increase the overall brand and effectiveness of channels
• Lead Digital Transformation in the Post Purchase experience onboarding, use & satisfaction, and loyalty building
• Increase Digital Self Service and provide leadership to enable the organization to become Digital First
• Focus on moving from Reactive to Proactive, and expanding new messaging channels
• Support a rapidly growing E-commerce business by collaborating closely with E-commerce leadership
• Lead the Content team on initiatives that map content to the Customer Experience Journey, streamline content creation and extend feedback loops to all contact channels
• Anticipate the market dynamics and trends, and leverage to develop customized and innovative B2B Display service solutions and programs
• Ensures ongoing alignment, communication, and support across the Sales and Marketing teams within the Consumer Electronics business as well as executive leadership at Samsung
• Partner with B2B Display Business Team in order to create a seamless service experience across all channels (referring primarily to Product Support team)
• Partner with and grow our 3rd party vendors to deliver service excellence and drive operational efficiencies
• Continuously review of internal processes, identify and opportunities for enhancements and implement process improvements where necessary to deliver a best-in-class experience to our customers
• Oversee the team that executes global warranty and return policy and process in the U.S. market while developing and executing subsidiary policy and process aligning with global guide
• Design and build warranty and return strategy to support service operation and sales business and prevent sales and margin reduction
• Working with internal stakeholders to develop business case and support product sales
• Maintain CSD KPI service goals and cost targets
• Attend training both local and overseas as required

Skills and Qualifications

Bachelor’s degree in Business or Engineering or other appropriate discipline and / or the equivalent experience in the customer support industry required;

MBA recommended but not required

• Minimum of 20 years of experience in customer care; an expert in the business with extensive fundamentals of contact center (workforce management, quality, training, etc.)
• Minimum of 15 years of experience in a managerial / supervisory position with at least 5 years managing multi-location, sizeable teams, and / or business at significant scale;

a leader of people - adept at org design; skilled at managing up to a variety of stakeholders

• Track record of successfully leading Field Service and Operations teams
• Technical expertise and knowledge of hardware / software product lifecycle
• Able to assess risks and manage accordingly
• Expertise in managing a variety of workforce solutions; direct, indirect, local, and remote
• Experience as a true change agent; this role is all about driving change, transformation, innovation; the front line to every customer interaction
• An innate ability to develop and maintain relationships with key stakeholders, including service partners, enterprise customers, the SEA leadership team, and the Care team

Necessary Skills / Attributes

• Executive level communications skills
• Strong time management and organizational skills
• Ability to work in a fast-paced environment
• Ability to multi-task
• Excellent Microsoft Office skills (Excel, Word, PowerPoint)
• Ability to travel 50%+

Leadership Competencies

• Achieving Excellence : Seamless Collaboration & Drive for Execution
• Self-Management : Integrity & Learning Agility
• Preparing for the Future : Visionary Leadership & Leading Change & Innovation
• Enhancing Engagement : Empowering with Accountability & Building Trust
• Growing People : Talent Acquisition & Talent Management & Development

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Life @ Samsung -

Benefits @ Samsung -

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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Together, we are building a better tomorrow for our customers, partners, and communities.

Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.

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