Senior Manager, Customer Care Programs

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves relentless pioneers that push boundaries and defy barriers.

The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA’s ENERGY STAR® Corporate Commitment Partner, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices, and operations. We are currently searching for a Senior Manager, Customer Care Programs.

The Senior Manager of Customer Care Programs will be responsible for building Care programs, developing go-to-market strategies, identifying opportunities to expand and grow the portfolio of Care products, and drive customer loyalty and retention.

• Expansion of various Paid Service Programs (such as Care+, ClubTV) including Digital Appliances scope of the Paid Care Business;
• Growth of business through various internal (S.com) / external channels (Partnerships with Retail, Distribution, Service, etc.);
• New product development and value enhancement with Third Party Administrators (TPAs) - (i.e. Asurion, Assurant, OnPoint etc.);
• Execution of over-arching strategy & Partner Programs (all key benefits of Care programs to our customer accounts);
• Interaction and collaboration with sales and eCommerce teams to develop benefit analysis and related programming or presentations for product concepts;
• Interaction and collaboration with Partner Care team on mutual clients and goals;
• Work with Product Managers for B2C to develop Paid Service Products for short, mid and long term market opportunities;
• Management of various contracts for Paid Service Program with partners (TPAs, Retailer Partners etc.);
• Product and pricing model - i.e. promotions, retail channel - package CARE+ with finished goods, work with product team and TPAs to develop;
• Preparation and presentation of executive-level meeting materials including decks and/or analytic workbooks

• B.S. degree in a technology or business related field and/or 12 years of related experience and a bachelor’s degree or 4 years and a master’s degree in warranty, partner management, store operations, P&L management, and retail strategy;
• Advanced level in business and GTM strategy / Data Analytics / Performance Assessment and Documentation;
• Full understanding of relevant KPIs and Accounting Knowledge related to business fields (i.e. Paid Services, Warranty program, KPI / Cost structure related to service functions such as customer contact support and repair, Risk Underwriting, Marketing, Retail and Carrier business etc.);
• Excellent time management and organization capabilities;
• Works well under pressure;
• Relationship management (internal & external);
• Researching, Documentation, Presentations, Negotiation and persuasion skills;
• Proficiency in Microsoft Office Suite including Excel, Powerpoint, and Word.

Demonstrated ability to interact at all levels within customer's organizations. The ability to negotiate with and convince others, in a potentially adversarial environment, including customer leadership, directors and managers with opposing views to accept/approve plans, technical and project recommendations. The ability to plan,…