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Samsung Electronics America Director - Direct to Consumer (DTC) Field Operations in Iowa

Position Summary

Role and Responsibilities

Making the future is everyday life at Samsung. We’re seeking innovators who are called to not just change the world, but build a better one. We enable the best technology hardware on the planet, but our best is always a prototype for something better and our people thrive with a driven mindset – better builds on better. 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.

SUMMARY

This role is focused on the Direct-To-Consumer (DTC) Customer Care experience, a new focus for Samsung Care. Samsung Care is shifting its focus on DTC repair services, support and relationship management. This is part of Samsung’s new vision and heightened focus on loyalty & retention. This role is focused on expanding, driving, executing and verifying all aspects for DTC support (face to face), repair activities within retail and in-home (field) environments. The role will need to support the design of the customer experience and “last mile” execution across internal teams and external partnerships and be responsible for all nationwide technicians, in-store employees, field reps, tech support, and corporate relationships (usually at the CEO levels).

RESPONSIBILITIES:

  • Operational ownership of entire mobile product DTC repair network for Samsung Care. This includes retail stores (+1,000) and field employees in trucks and vans, nationwide. This also includes the corporate staff teams that support those functions.

  • Building a team, support structure, and resource plan that supports all repair companies and partner stores 7-days a week (including Sat & Sunday and holidays).

  • External relationships include carrier partners, insurance companies, retail and dealer partners, repair shop owners and corporations, and any other types of service providers.

  • Internal relationships: Cross functional with marketing, sales, retail, Care, product marketing, business management (finance), call-center, digital s.com team, e-commerce and NEXT teams on how to drive loyalty and retention.

  • Leadership and management of +120 members that include contractors and full-time employees.

  • This role includes managing a Field Support Team that provides support to the store/van level employees on Systems, tools and repair processes. Support provided during store hours across time zones, 7 days per week.

  • This role includes the behind the scenes strategy work to managing critical relationships inside at Samsung, externally, with C-level (CEO, CFO, COO) within repair partner organizations.

  • Ensure target achievement of Samsung Performance Metrics (NPS, CSAT, TAT, Redo)

  • Budget responsibilities for +$100M on annual basis

  • Revenue responsibilities for +$300M on annual basis

  • Coordinate the delivery of retail services among different program activities to increase effectiveness and efficiency

  • Ensure that the program operate within the approved budget

  • Monitor and approve all budgeted program expenditures

  • Manage all project funds according to established accounting policies and procedures

  • Identify and evaluate the risks associated with retail program activities and take appropriate action to control the risks

  • Monitor retail service program activities on a regular basis and evaluate according to the program framework

  • Report evaluation findings to Customer Service VP/Senior VP and recommend changes to enhance the program, as appropriate

  • Work closely in partnership with Director In-Store service – Partner Management/Planning.

QUALIFICATIONS

  • A minimum of a Bachelor’s Degree is required

  • A minimum of 15+ years of directly related experience is required.

  • Experience managing a field team across multiple states/regions is required

  • Candidate must demonstrate success in leading Programming/Project Management teams.

  • Must be able to read, write, analyze and organize programming projects according to priority as well as stay on target according to timelines established.

  • Excellent communication skills and capability to advocate for department needs.

  • Ability to work cross functionally with various departments, vendors and third party associates.

  • The ability to make professional business presentations in writing, through emails and reports, or orally, including complex business and technical matters to VP/Senior VP’s.

  • The ability to direct staff to achieve department objectives, team goals, and results within established time frames and requirements.

  • The ability to develop business plans and metrics, clearly define results to be achieved, make decisions, give direction, and measure individual/team performance and sales results.

Samsung Electronics America, Inc. is committed to employing a diverse workforce, and provides 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

Skills and Qualifications

  • Please visit Samsung membership (https://account.samsung.com/membership/pp) to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here (http://careers.eu.samsung.com/PrivacyNoticeforEU.html) .

  • 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.

Job Alerts : If you would like to be notified of new opportunities when they are posted, please click here (https://sec.wd3.myworkdayjobs.com/Samsung_Careers/jobAlerts) . You will be asked to create an account first if you do not already have one.

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 ( https://news.samsung.com/global/ ).

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