Enterprise Program Manager, Display Software & Services

Position Summary

Headquartered in Englewood Cliffs, N.J., 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.

Role and Responsibilities

Samsung’s Service Delivery business sits within the B2B Display Division and has an ambitious vision for the future. Our objectives are to: (1) elevate Samsung as a true B2B solutions-provider, controlling the customer experience from end-to-end and delivering turn-key solutions that provide significant value for our customers, (2) enhance the customer experience with the Samsung brand through every solution’s and services engagement, and (3) ensure greater retention of partners and end users alike. This essential role sits at the intersection of a cross-functional operation.

The Enterprise Program Manager, Display Software & Services will be the primary day-to-day point of contact for top strategic customer contracts for large custom scopes of work.  This person must have a customer-centric mindset and an ability to organize various resources to create an excellent customer experience.  Deployment Management, Project Accounting, Software NOC, and Content teams all have engagement with an enterprise customer in the delivery of a contracted program. The Program Manager will orchestrate program team activities to ensure compliance with contract, in the context of SLA performance, and with the ultimate goal of customer satisfaction.

This role is responsible for driving operational excellence and providing an unparalleled customer experience. Smooth contract execution – and this EPM – is critical to our success

Client Relationship Management

• Serve as delivery lead across multiple project engagements within a contracted client program.
• Communicate closely and often with assigned customer account to maintain a comprehensive understanding of day-to-day progress, developments, and challenges.
• Develop an understanding of overall client strategy and how your role contributes to that strategy
• Facilitate client discussions to drive clarity and resolution (requirement sessions, process reviews).
• Execute business analysis to comprehensively capture client's business priorities and challenges to identify opportunities
• Document and understand client processes and requirements, identify gaps, and facilitate deliverables
• Collaborate with the customer on plans to evolve the program, in terms of operational sophistication, or expand the program, in terms of scope.

Stakeholder Engagement & Program Leadership

• Host recurring calls with cross-functional stakeholders to review adherence to SLA commitments.  Establish and measure accountability with those parties for SLA achievement.
• Consolidate SLA performance results and customer reporting requirements on a monthly basis.
• Deliver regular summaries of program performance to internal and external executive audiences.
• Diagnose process and execution challenges in the program delivery and initiate improvement plans with the appropriate internal parties. Monitor risks associated with those challenges and facilitate resolutions for short-term risk mitigation (fix problems to keep programs moving).
• Serve as internal escalation point for any challenges that may arise in the deployment or support processes.  Direct internal resources accordingly to resolve. Report back to the customer.
• Facilitate the development of future-state process models to improve program effectiveness.

Other Duties & Responsibilities

• Participate in developing department goals, objectives, and systems
• Identify ways to improve quality, efficiency and productivity through process improvements
• This role will work within very tight schedules to identify and engage internal and external stakeholders to assist with time-sensitive execution activities.
• This role will collaborate with internal and external stakeholders/SME’s to quickly and effectively digest complex information and disseminate that information among all key stakeholders.
• Attend trade shows and on-site visits at client/vendor/subcontractor facilities (25% travel)
• Other duties as assigned.

Skills and Qualifications

• Typically requires minimum 5 years' of related experience and a Bachelor's degree, or 3 years and a Master's degree; or a PhD without experience
• Supreme soft skills for client relationship management
• Collaborative work approach with ability to host productive meetings with cross functional teams
• Excellent and professional written and verbal communication skills
• Ability to read, understand and interpret contract documents, drawings, specifications, scopes of work and project schedule
• Ability to analyze financial reports, price proposals and other technical data.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Ability to travel by air and by driving
• Ability to access all on-site installation locations in support of sales visits, trade shows and periodic project site visits

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Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/

Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/

The salary range for this role is expected to be between $130,500 and $161,500.  Actual pay will be determined considering factors such as relevant skills and experience, and comparison to other employees in the role.

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.

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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 SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.