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Director of In Store Service Programs
Samsung
Plano, TX, United States
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General Description
Director of In Store Service Programs (Customer Care)
Location: Plano, TX (Klein 2)
General Description
This role will own & run In-Store Mobile Service program for Samsung Customer Care which includes managing the teams responsible for the customer experience and program KPI’s for 350+ locations across the United States. Oversee the coordination and administration of all aspects of ongoing programming including planning, organizing, leading and controlling program activities related to partner relations as well as anticipate future business opportunities. Candidate should have strong operations & relationship management experience. Candidate will also provide input to drive strategy and planning for In-Store service programs for IM Customer Care.
Responsibilities:
• Ensure a consistent and top-box customer experience across all locations doing In-Store service on Samsung’s behalf.
• Manage an organization to support nationwide In-store repair network consisting of Samsung branded and 3rd party repair locations.
• Responsible for program KPI’s across all locations. Develop and manage recovery plans for KPI’s that do not meet targets.
• Create and manage a governance program with 3rd parties to ensure the customer experience and KPI’s are met
• Develop initiatives related to retail operations to support the strategic direction of the organization.
• Develop a program evaluation framework to assess the strengths of the program and to identify areas for improvement.
• Ensure service readiness for In-store repair network for new models as they launch.
• Develop an annual budget and operating plan to support the program
• Ensure that program activities operate within the policies and procedures of the organization and comply with all relevant legislation and professional standards
• Establish and implement a performance management process for all program staff.
• Liaise with other departments to ensure the effective and efficient program delivery
• Ensure that the program operate within the approved budget
• 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
Necessary Skills / Attributes
• Bachelor’s Degree with 15+ years of directly related experience required. MBA strongly preferred.
• Experience as Program and/or Account Management director level experience in retail environment.
• 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.
Company Information
Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies and has become recognized as one of the top 10 global brands. Samsung is currently ranked #2 on Forbes’ “Most Reputable Tech Companies” for 2016 and #6 on Interbrand’s "Best Global Brands” list for 2017.Our network extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. As a result of our commitment to innovation and unique design, the Samsung organization is one of the most decorated brands in the electronics industry.
Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a recognized innovative leader in consumer electronics, mobile devices and enterprise solutions. A wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA is pushing beyond the limits of today’s technology and providing consumers and organizations with a portfolio of groundbreaking products in appliances, home entertainment, Internet of Things, mobile computing, smartphones, virtual reality, wireless infrastructure and wearables, in addition to offering leading content and services related to mobile payments, 360-degree VR video, customer support and more. Samsung is a pioneering leader in smartphones and HDTVs in the U.S. and one of America’s fastest growing home appliance brands.
Samsung's philosophy is based on our strong determination for growth, perpetual innovation and responsibility to corporate citizenship. As part of our Samsung Gives philanthropic platform, we offer companywide Days of Service, a volunteer time off program, and an employee giving match program, so our employees can support causes that are closest to their hearts and choose how they want to give back. Since 2002, Samsung has provided more than $46 million to more than 1,000 public schools and community organizations in the United States through its many citizenship initiatives, including the STEAM-education based Solve for Tomorrow Contest.
At Samsung we work hard – every day. It is a fast-paced and challenging work environment, and we are a nimble team that constantly pushes ourselves to be the best. If you have energy, passion, dedication and drive, and you thrive in a fast-paced workplace, the rewards at Samsung are many. Apply today and find out why LinkedIn ranked us as one of North America’s Most InDemand Employers in 2015.
Samsung Electronics America provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability or any other characteristic protected by law.