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VP, Customer Care, Consumer Electronics
Samsung
Texas, USA
Full-time
Executive · 20+ years experience
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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.
Full Job Posting
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.
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