Sr. Director II, Care Strategic Partnership & Premium Service at Samsung in Ridgefield Park, NJ
Position Summary Reporting to the SVP of Customer Care, you will provide the strategic direction, leadership, and execution of Strategic Partnerships and Premium Service customer support for all Consumer Electronics and Home Appliances product categories under Samsung Electronics America. Your focus will be on strategic management of our service partners, innovate and introduce new ways of service and partnerships, enhance the service experience by transforming technological capabilities, improve partner satisfaction and build a scalable service infrastructure. You will be responsible for the strategic planning and leadership to a large team executing on Consumer Electronics and Home Appliances service operations, and drive critical improvements to the organizational structure and culture to build a high performing team. Role and Responsibilities End-to-end ownership for service operations and strategic transformation for servicing our Enterprise and Strategic Accounts under our Home Appliances and Consumer Electronics Categories, including Professional Displays, Builder Appliances, and Dacor brand (Premium). Accountability for strategic management of our service partners to deliver service excellence to Samsung customers. 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 CE Product Support and Service Parts Operations teams in order to create a seamless service experience across all channels (referring primarily to Product Support team). Anticipate the market dynamics and trends, and leverage to develop customized and innovative service solutions and programs. 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. Skills and Qualifications Requirements:
Bachelor's Degree; Master's Degree preferred +15 years of service operations experience with demonstrable growth and demonstrated leadership preferably within Consumer Electronics or Home Appliances industry. Able to build and maintain a high performing team and culture. Execution oriented leadership with discipline to manage compliance and controls. Ability to work with key C-level decision makers. This role meets with very senior people in the industry. Ability to communicate well both verbally and in writing, with conversational competency to coordinate action. Proven relationship-building skills with developing and maintaining excellent working relationships with all appropriate levels within teams, business units and large organizations, both inside and outside the company. Knowledge and understanding of global issues and trends affecting the business. Ability to effectively handle customer concerns. Able to assess risks and manage accordingly. Technical expertise and knowledge of hardware/software product lifecycle. #LI-DNI
Salary Range:
$250K -- $500K+
Minimum Qualification
Business Project ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Bachelor's Degree; Master's Degree preferred +15 years of service operations experience with demonstrable growth and demonstrated leadership preferably within Consumer Electronics or Home Appliances industry. Able to build and maintain a high performing team and culture. Execution oriented leadership with discipline to manage compliance and controls. Ability to work with key C-level decision makers. This role meets with very senior people in the industry. Ability to communicate well both verbally and in writing, with conversational competency to coordinate action. Proven relationship-building skills with developing and maintaining excellent working relationships with all appropriate levels within teams, business units and large organizations, both inside and outside the company. Knowledge and understanding of global issues and trends affecting the business. Ability to effectively handle customer concerns. Able to assess risks and manage accordingly. Technical expertise and knowledge of hardware/software product lifecycle. #LI-DNI
Salary Range:
$250K -- $500K+
Minimum Qualification
Business Project ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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