Vice President, Customer Care Operations

2 weeks ago

Ridgefield Park, United States Samsung Electronics Full time

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 loc

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