Director - MX Care B2B (Onsite - Plano, TX)

Position Summary Headquartered in Englewood Cliffs, 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.


People | Excellence | Change | Integrity | Co-Prosperity Role and Responsibilities Role & Responsibilities The Director – MX Care B2B is a pivotal leadership role within Samsung Electronics America's MX-Care (CSD) division, reporting to the Head of MX Care. This position is responsible for managing B2B partner relationships, driving customer loyalty and retention, and ensuring seamless operations for Mobile Enterprise customers. The role involves building and leading a high-performing team, fostering cross-functional collaboration with internal departments such as marketing, sales, retail, and product management, and maintaining strong external relationships with B2B partners. Position Responsibilities

• Engages with potential partners to understand and anticipate current and future customer needs, fostering strong relationships to enhance our customer support.
• Conducting proactive analysis to improve service KPIs, business processes, and cost-influencing factors.
• Managing vendor relationships, including outsourced and on-site employees.
• Resolving customer escalations related to customer service, product quality, and repair processes.
• Maintains MX B2B operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.
• Project Management of all service-related improvements and special divisional projects, including weekly recap reporting.
• Adaptability to thrive in the dynamic and evolving Customer Care landscape.
• Contractual analysis and enforcement of partnerships.
• Facilitating workshops, business reviews, and quarterly meetings to enhance partnerships and scope.
• Ensuring timely completion of reports, projects, and daily tasks while maintaining a flexible business rhythm.
• Oversight of task owners including daily task follow-up, project management and timely execution of all pending tasks.
• Manage a business rhythm and maintain a weekly schedule which enables flexibility & partner touchpoints.
• Facilitate vendor meetings & quarterly business reviews.
• 20% travel requirement throughout the US for location visits, training, meetings, etc.

Skills and Qualifications Minimum Qualifications

• Bachelor’s Degree in a technology or business-related field and 12+ years of experience in partner management, store operations, P&L management, and retail strategy and/or
• Master’s Degree in a technology or business-related field and 10+ years of experience in partner management, store operations, P&L management, and retail strategy.
• Advanced in Microsoft Office Suite (PowerPoint, Excel and Access) and have excellent database management skills.
• Experienced in project management, problem solving skills & excellent follow-up.
• Excellent organizational and communication skills both written or verbal (heavy data reporting of results)
• Good presentations skills in front of all size groups, vendors and servicers.

#LI-RM1 Life @ Samsung - Benefits @ Samsung - Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 6 months), Paid Time Off, Student Loan Program (after 6 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.
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 (855-557-3247) or [email protected] for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.