VP, Customer Care, Consumer Electronics

Position Summary

Samsung Electronics America (SEA) is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks 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? 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. Explore the exciting opportunities at Samsung Electronics America and discover how you can make an impact.

Role and Responsibilities

• 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.
• Act as escalation point for all Retailers, B2B Customers, BE’s, ASC’s, 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, promotion, necessary hiring, reduction and organization enhancement for entire CE Care organization.
• Manage and drive team health and collaboration across all CE Care teams and with other teams in SEA Care and CE Sales Org.
• 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.

Skills and Qualifications

• Bachelor’s degree + 20 years of experience in Service industry.
• Strong knowledge of CE service business including repair network management, contract negotiation, industry trends, service and customer relationships, supply chain, budgeting, team management.
• Experience working with VP+ level internally and externally with retailers/partners.
• Background in consumer electronics products and Customer Service.
• Present and obtain approval of strategic initiatives up to SEA CEO and CFO level.
• Experience leading large teams.
• Strategic thought process, able to think several steps ahead.
• Able to solve difficult problems with creative solutions.

At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.

Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.

Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team ) or for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.

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Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, and network systems, and the entire semiconductor industry with our memory, system LSI, foundry, and LED solutions. Samsung is also leading in the development of the Internet of Things through, among others, our Smart Home and Digital Health initiatives. Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. To discover more, please visit our official newsroom at (