Sr. Manager, SEA Care Process Innovation

Summary This role is not eligible for immigration sponsorship Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we’re creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd. To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us. The primary objective of this position is to lead North America’s Customer Service Process Innovation activities, including business process transformation, AI and intelligent automation adoption, system improvement, and performance excellence across all Care divisions. In order to achieve higher business performance and synergy across SEA subsidiaries, this position is expected to maintain effective communication with North America’s business units, Korea HQ, and global technology partners regarding Process Innovation and AI transformation activities. Role and Responsibilities major businesses that include project management, process design, development and implementation [KPI & Performance Management] Set up and manage KPIs by working with business owners or senior leadership teams to establish continuous performance and quality improvement efforts [Team Leadership] Lead the project technical and operational team and maintain project objectives through effective management skills. Team members can report directly into this role. [Project Management] Define the scope of the project in collaboration with business owners, create a detailed work plan which identifies activities, implement the project, and monitor progress for successful completion [Continuous Improvement] Maintain and improve existing systems and processes continuously to evolve with changing business strategies, and ensure alignment to industry standards by performing market studies [Change Management] Lead cross-functional teams that gather information to identify improvement strategies by understanding the organization structure and navigating the organization to effectively drive change management systems or processes [Data & Analytics] Acquire data and analyze results using statistical techniques, interpret trends or patterns in complex data sets, and work with management to prioritize business and information needs [Root Cause Analysis] For any issues or problems, perform deep dive analysis and research to find root cause and appropriate corrective actions to resolve the issue, optimize process and provide governance [AI Strategy & Vision] Define and champion the AI transformation roadmap for the SEA Process Innovation function; identify high-impact AI/ML use cases across Care operations (contact center, eCommerce, field service, warranty) and build a prioritized pipeline aligned with business strategy [Intelligent Automation] Lead deployment of Intelligent Process Automation (IPA) solutions that combine Robotic Process Automation (RPA) with AI/ML capabilities — including NLP, computer vision, and predictive analytics — to automate high-volume and judgment-intensive workflows [AI-Powered Process Mining] Leverage AI-powered process mining and task mining tools (e.g., Celonis, UiPath Process Mining) to objectively map as-is processes, quantify inefficiencies, and build a data-driven transformation roadmap [Generative AI Adoption] Evaluate, pilot, and scale Generative AI (GenAI) applications — including LLM-based agent workflows, intelligent document processing, and AI-assisted decision support — to improve Care service quality and team productivity [AI