Director, Direct to Consumer Field Operations

Lead Direct to Consumer repair execution across Samsung’s Retail and Field environments, serving as the Center of Excellence for DTC experience and setting KPIs for NPS, CSAT, TAT, and Redo. Own operational performance of Samsung-branded repair locations nationwide, test and transition new tools/processes, build 7-days-a-week support structures, and manage budgets, project funds, training, audits, and partner relationships.