VP, Customer Care, Consumer Electronics

About the role

Samsung Electronics America (SEA) is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and network systems. Across each of these areas, our work drives innovation, economic growth and workforce opportunity in the United States. For nearly five decades, Samsung has been at the forefront of technological advancements, investing over $100 billion and creating more than 20,000 jobs nationwide. Our mission is to integrate cutting‑edge products, services, and AI technology to deliver smarter, sustainable, and more connected experiences that empower people to live better. As a wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA offers opportunities to work alongside global visionary thinkers and innovators who are passionate about making a difference.

Responsibilities

• Own end‑to‑end Consumer Electronics customer service experience for 1.1 M customer homes per year, including strategy, network management/development/hiring and training, safety & security, communication, appointment management (triage, parts ordering, scheduling), tech soft skills, customer expectation, and people management.
• Manage world‑class service delivery across a network of over 40 BPOs and, beginning in 2027, operational functions for CE spare parts supply chain and logistics.
• Drive AI solutions within Samsung HQ and with external partners.
• Maintain high‑level relationships with internal and external customers and partners to ensure Care procedures are accountable and transparent.
• Interact with CE/DA/B2B Sales teams, support sales initiatives, engage Retail/B2B customers, and diffuse escalations related to product quality issues.
• Manage Engineering and Quality teams to monitor and drive product and repair quality, and innovate repair offerings across all channels.
• Act as escalation point for Retailers, B2B Customers, BE’s, ASC’s, and 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, promotions, hiring, reductions, and organizational enhancements for the entire CE Care organization.
• Drive team health and collaboration across all CE Care teams and with other SEA Care and CE Sales organizations.

Skills and Qualifications

• Bachelor’s degree plus 20 years of experience in the service industry.
• Strong knowledge of consumer electronics service business, including repair network management, contract negotiation, industry trends, service and customer relationships, supply chain, budgeting, and team management.
• Experience working with VP‑level and above internally and externally with retailers/partners.
• Background in consumer electronics products and customer service.
• Proven ability to present and obtain approval of strategic initiatives up to SEA CEO and CFO level.
• Experience leading large teams.
• Strategic thinker able to anticipate several steps ahead.
• Creative problem‑solving skills for difficult challenges.