Sr. Manager, SEA Care Process Innovation

Samsung
Plano
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 8+ yearsEducation: bachelorsSkills: ["Communication","Relationship management","Analytical thinking","Problem-solving","Collaboration"]

Lead North America Customer Service process innovation across SEA Care divisions, driving business process transformation with AI, intelligent automation, and performance excellence. Own KPI setup, governance, and continuous improvement, while leading cross-functional and technical teams through project scope, work planning, and change management. Use statistical analysis, root-cause investigations, and AI-powered process/task mining tools to build a prioritized AI/ML roadmap for contact center, eCommerce, field service, and warranty operations.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Samsung
Samsung
1 day ago

Sr. Manager, SEA Care Process Innovation

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Lead North America Customer Service process innovation across SEA Care divisions, driving business process transformation with AI, intelligent automation, and performance excellence. Own KPI setup, governance, and continuous improvement, while leading cross-functional and technical teams through project scope, work planning, and change management. Use statistical analysis, root-cause investigations, and AI-powered process/task mining tools to build a prioritized AI/ML roadmap for contact center, eCommerce, field service, and warranty operations.
Location: Plano
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead North America Care process innovation, including business process transformation, AI and intelligent automation adoption, system improvement, and performance excellence.
  • •Set up and manage KPIs with business owners or senior leadership to drive continuous performance and quality improvement.
  • •Lead project scope definition, detailed work planning, implementation, and progress monitoring to ensure successful completion.
  • •Continuously improve existing systems and processes, conduct market studies for alignment to industry standards, and perform root-cause analyses with corrective actions.
  • •Define and champion the AI transformation roadmap, including AI/ML use cases, intelligent automation deployment, process mining with tools like Celonis/UiPath, generative AI adoption, and AI governance and capability building.
Travel: Medium travel

Pay and Benefits

Perks:MedicalDentalVisionLife Insurance401kTuition AssistancePaid LeaveWellness Stipend

Key Requirements

  • •Bachelor’s degree (BA/BS) in Business, Engineering, Information Systems, or related field; MBA preferred.
  • •8+ years of experience in project management, budget management, and financial and operational analysis.
  • •Experience conducting business process review and analysis, identifying process improvement opportunities, and managing improvement projects.
  • •Knowledge of project management; PMP certification is a plus.
  • •Ability to acquire and analyze data using statistical techniques, interpret trends, and present results to executive leadership.
Experience:8+ years
Education:Bachelor's
Skills:CommunicationRelationship managementAnalytical thinkingProblem-solvingCollaboration
Certifications:PMPGoogle Professional ML EngineerAWS ML SpecialtyMicrosoft Azure AI Engineer
Languages:Korean
Tech Stack:AIAI/MLIntelligent automationIntelligent Process Automation (IPA)RPARobotic Process AutomationNLPNatural Language ProcessingComputer visionPredictive analyticsProcess miningTask miningCelonisUiPath Process MiningUiPathLLMLarge language modelsGenAIGenerative AIGenerative AI platforms

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Samsung
Global conglomerate known for consumer electronics, home appliances, semiconductors, displays, and mobile devices. Designs and manufactures a wide range of products and solutions for consumers, enterprises, and industrial customers worldwide.
Industry: Conglomerates & Holding Companies
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Seoul, South Korea
Founded: 1938
Glassdoor
Glassdoor: 3.7
WebsiteLinkedIn