Req #

WD00069420

Career area:

Strategy and Operations

Country/Region:

Japan

State:

Tokyo

City:

Chiyoda-Ku

Date:

Thursday, August 29, 2024

Working time:

Full-time

Additional Locations:

• Japan - Tōkyō - Chiyoda-Ku

We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our Story Hub.

This position plays a critical role within the Asia Pacific Services Support Team. This role will partner closely with Japan in-country Sales and Services teams to identify and prioritize impactful improvement opportunities across Service Delivery of all Lenovo Entities (PC, Data Center or Mobile Business)
Major Responsibilities

• Project Management: Lead regional transformation projects to address specific customer pain points and deliver improvements. Define effective pilots to test hypotheses and prove results, and then broadly deploy fixes through best practice sharing and project execution. Demonstrate timely, measurable progress against defined targets. Manage stakeholders to ensure projects are successful, and leaders are well aligned with intent and outcomes.
• Act as a catalyst, by establishing relationships and engaging with delivery owners across e Service, contact center, depot, carry in and field operations, exposing them to customer feedback that identifies gaps in the service experience, and secure their ownership to drive improvement.
• CX Subject Matter Expert: Introduce best practices for how to enable customer experience transformation to the organization.
• Driving initiatives on service harmonization across entities, customer experience, cost and operational efficiency.

Skills and Experience

• 10yrs or equivalent work experience for Product Support Functions like Parts Management / Contact Center /Customer Experience / Field and Repair Center / Depot Operations. Diverse experience in multiple areas preferred.
• Preferable to have experience with Global MNCs
• Exposure to transformational projects around Mergers & Acquisitions preferable
• Leadership experience, managing large teams
• Strong project management skills; certifications around Project Management preferred.
• Must have English communication skills, both written and verbal

Additional Locations:

• Japan - Tōkyō - Chiyoda-Ku