Position Summary
Making the future is everyday life at Samsung. We are seeking innovators who are called to not just change the world, but build a better one. We make 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.
As the Director of Samsung Care Digital Mobile App Program Management, your north star is focusing on mobile app customer support strategy, roadmap and deliver results. Your objective is to transform the way we interact and service our customers on the mobile app platform. You will be asked to optimize and scale the self-service customer support mobile capabilities, utilizing an Omni-channel lens. Your goal is to deliver best in class, frictionless mobile customer experiences, which will ultimately increase NPS, reduce customer contacts, CS operations cost and survey triggers. You will demonstrate a deep understanding and knowledge of mobile platform strategies by enhancing self-service capabilities in digital and voice channels and connecting customer experience across customer support channels. You are comfortable working with complex challenges and understand the value of rapid test and learn approaches. You think creatively and succeed as a leader because you are passionate about delivering mobile app solutions that exceed customer expectations.
Position Location: Ridgefield Park, NJ, Dallas or Austin, TX or Remote Home Office
Role and Responsibilities
Benchmark best in class consumer experiences to inform and guide customers on the mobile app platform, keeping a keen eye on key business targets and goals.
Identify and develop best practices, utilizing data and consumer research to define the future state vision for Samsungs mobile app.
Define, shape, monitor and report out on mobile experience KPIs. Partner internally to develop and distribute dashboard reporting.
Take a data-driven product approach, defining and reporting on key metrics and optimizing them against those metrics.
Partner with various organizations (Contact Center, Field Services and Web Development Engineering) to align with the development of a mobile app self-service strategy that can power an Omni-channel experience.
Write detailed business requirements based on inputs from internal and external stakeholders.
Provide actionable insights and processes for execution that drive future mobile experiences. and optimize current experiences across mobile customer lifecycles. This includes driving innovation for customer support systems and platforms.
Collaborate with web product owners & engineering to prioritize features, sprint plan, groom, and execute new features and functionality.
Manage and drive cross-functional coordination for the selected top initiatives to ensure continual progress and on-time delivery, while adhering to budget constraints.
Develop, monitor and maintain a tight roadmap timeline of all initiatives to ensure constant alignment of all key stakeholders.
Drive roadmap discussions making quantified and justifiable trade-off decisions in scope, date, and quality.
Actively contribute to the drive of the digital mix by increasing digital volume % of total customer contact volume (voice and digital).
Be the voice of innovation in key stakeholder meetings to bring the mobile channel service experience to life.
Work with external vendor(s) for solution development.
Develop and execute presentations, executive summaries and steering committee decks. Effectively deliver key messages around the project status/risks to leadership.
Collaboration with external partners, peers, and internal teams to deliver and execute the strategy.
Skills and Qualifications
Knowledge expertise/experience
Bachelors degree required
15+ years of relevant experience in Customer Support Mobile App product management, operations, technology
10+ years working in the customer support industry or a multi-national corporation preferred
Deep expertise in digital mobile app strategies
Business acumen and communication skills to act as a thought partner within the mobile space
Highly developed understanding of digital commerce business drivers impacting top and bottom line, as well as the ability to interpret digital analytics to implement and drive strategy.
Experience in strategy development and execution, product management, and/or mobile app management
Omni-channel visions and executions
Demonstrated understanding of customer experience with a strong ability to combine product knowledge, data, and creativity to build solutions to business challenges.
Working experience in a part of a large or enterprise digital self-service or Omni-channel deployment and implementation.
Project management a plus
Experience in people management a plus
An ambitious self-starter with excellent follow-through skills to develop ideas independently and thrive in a fast paced environment
Ability and willingness to roll up sleeve and execute to get the job done and while thinking big picture at the same time
Strong drive for results with the ability to manage independently and take calculated risks
Must be comfortable working with and understanding data. Ability to use data to inform decisions and present outcomes; use it to tell a compelling story
Proven ability to manage multiple, competing priorities and deadlines in a fast-paced and ever-changing environment
Track record in leading end-to-end deliveries of high-quality products and experiences
Track record of working cross functionally in a large organization
Digital background working in both mobile app and web environments
Acumen for building relationships with peers, business partners and leadership
Excellent good presentation skills
Exceptional verbal and written communication skills
Global mindset
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.
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* 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.
COVID-19 Vaccine Mandate
Samsung Electronics America requires all employees to be fully vaccinated against COVID-19, unless a medical or religious exemption, or an exemption required under state/local law, is approved. Offers of employment are contingent upon proof that a candidate is fully vaccinated or qualifies for an exemption. More details on how to apply for an exemption are provided after the application process is complete.
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 (855-557-3247) or SEA_Accommodations_Ext@sea.samsung.com 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 worlds 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/).
