Sr. Manager, SEA Care Process Innovation

This role is not eligible for immigration sponsorship.

About the role

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. The primary objective of this position is to lead North America’s Customer Service Process Innovation activities, including business process transformation, AI and intelligent automation adoption, system improvement, and performance excellence across all Care divisions. This role involves maintaining effective communication with North America’s business units, Korea HQ, and global technology partners regarding Process Innovation and AI transformation activities to achieve higher business performance and synergy across SEA subsidiaries.

Responsibilities

• Set up and manage KPIs by working with business owners or senior leadership teams to establish continuous performance and quality improvement efforts.
• Lead the project technical and operational team, maintaining project objectives through effective management skills.
• Define the scope of the project in collaboration with business owners, create a detailed work plan identifying activities, implement the project, and monitor progress for successful completion.
• Maintain and improve existing systems and processes continuously to evolve with changing business strategies and ensure alignment to industry standards by performing market studies.
• Lead cross-functional teams to gather information, identify improvement strategies, and drive change management systems or processes.
• Acquire data and analyze results using statistical techniques, interpret trends or patterns in complex data sets, and work with management to prioritize business and information needs.
• Perform root cause analysis for issues or problems, research to find root causes, and implement corrective actions to resolve issues, optimize processes, and provide governance.
• Define and champion the AI transformation roadmap for the SEA Process Innovation function; identify high-impact AI/ML use cases across Care operations (contact center, eCommerce, field service, warranty) and build a prioritized pipeline aligned with business strategy.
• Lead deployment of Intelligent Process Automation (IPA) solutions combining Robotic Process Automation (RPA) with AI/ML capabilities — including NLP, computer vision, and predictive analytics — to automate high-volume and judgment-intensive workflows.
• Leverage AI-powered process mining and task mining tools (e.g., Celonis, UiPath Process Mining) to objectively map as-is processes, quantify inefficiencies, and build a data-driven transformation roadmap.
• Evaluate, pilot, and scale Generative AI (GenAI) applications — including LLM-based agent workflows, intelligent document processing, and AI-assisted decision support — to improve Care service quality and team productivity.
• Establish an AI governance framework for the PI function: define standards for model quality, data privacy compliance (PDPA, GDPR), bias monitoring, and responsible AI usage consistent with Samsung's enterprise policies.
• Build AI literacy and capability across the PI team and broader Care organization through structured training programs, workshops, and communities of practice; evangelize the AI-first mindset.

Requirements

• Bachelor's degree (BA or BS) in Business, Engineering, Information Systems, or related field. MBA is preferred but not required.
• Minimum 8+ years of experience performing project management, budget management, and financial and operational analysis.
• Experience in financial and operational analysis and presentation to executive management teams.
• Demonstrated ability to identify areas of process improvement and manage improvement projects.
• Experience in business process review and analysis, managing departmental and project budgets.
• Knowledge of project management; PMP certification a plus.
• Knowledge of tools and techniques for ROI and benefit analysis.
• Knowledge of IT solutions (ERP, CRM, SaaS, Mobile applications).
• Excellent verbal and written communication skills; ability to effectively engage with and present to all levels of management.
• Client service driven with excellent relationship management skills.
• Ability to facilitate collaboration with diverse groups across geographies.
• Team oriented, but able to work independently and manage multiple tasks.
• Self-directed and results-oriented with strong analytical and problem-solving skills.
• Skilled in use of Microsoft Office, including Excel, PowerPoint, and Word.
• Proficiency in Korean is recommended for communication with Korea headquarters.
• Willing to travel 20% of your time, including to regional SEA offices and HQ (Korea).

Preferred Qualifications

• Demonstrated hands-on experience applying AI/ML technologies in a business process or Care operations context (e.g., intelligent document processing, predictive analytics, NLP-based ticket classification, automated quality monitoring).
• Working experience with Generative AI platforms (e.g., Azure OpenAI, AWS Bedrock, Google Gemini, or equivalent); ability to identify and deploy high-value enterprise process applications.
• Working knowledge of Robotic Process Automation (RPA) platforms — UiPath, Automation Anywhere, or Blue Prism — including bot design, exception handling, and orchestration.
• Hands-on experience with AI-powered process mining tools such as Celonis or UiPath Process Mining; ability to interpret conformance and performance analysis outputs.
• Understanding of cloud platforms (AWS, Azure, or GCP) and data architecture fundamentals as they relate to building and scaling intelligent automation solutions.
• Ability to bridge business and technology teams: translate AI/ML concepts into clear business value propositions for non-technical stakeholders, and business requirements into technical specifications for data science and engineering teams.
• Familiarity with AI governance principles and data privacy regulations applicable to SEA markets (PDPA, GDPR); experience operationalizing responsible AI standards is a plus.
• AI or Data Analytics certifications are a plus (e.g., Google Professional ML Engineer, AWS ML Specialty, Microsoft Azure AI Engineer).
• Energized by the potential of AI to transform how work gets done and actively experiment with new AI tools to enhance team and personal productivity.

Benefits

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
• MBO bonus compensation, based on company, division, and individual performance