General Information

Req #
WD00001331
Career area:
Services
Country:
India
State:
Karnataka
City:
BANGALORE
Date:
Wednesday, July 7, 2021
Working time:
Full-time

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. 

And we go big. No, not big—huge.

We’re not just a Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re in 180 markets, working with 63,000 brilliant colleagues and counting. And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.

With our ingenuity, we help millions—not just the select few—experience our version of a smarter future. 

The one thing that’s missing? Well… you...

Description and Requirements

Primary Objective

Responsible for leading the implementation of various customer experience improvement programs, ensuring project execution at ground level and acting as the Program Management Office (PMO) for tracking/monitoring progress and solving for bottlenecks and delays. Report findings and progress directly to the head of Customer Experience

 

Roles and Responsibilities

  • Recommend and prioritize initiatives that address the most relevant levers of promotion and detraction amongst customers (both for functions as well as the regions)
  • Identify a seamless plan of execution with OKRs, milestones, owners, timelines and risks/ contingencies
  • Track progress of initiatives & act as PMO to flag/ address roadblocks
  • Present progress of initiatives and improvements in relevant internal forums and committees
  • Codify and coordinate the exchange of best practices across BUs / geos
 

KPIs

  • Achievement of business metric targets of each initiative including, but not limited to, NPS improvement
  • Timely scale up of initiatives
  • Progress and improvements updates
  • Initiatives dashboards/reports
 

Skills, qualifications and experience

  • Required Management degree from a premier B-school in India or abroad
  • 8-15 years of experience in program management, customer experience and/or consulting or similar stints in fast-growing startups
  • Strong program management skills and organizational skills essential to manage several projects
  • Passionate about delivering a superior customer experience
  • Ability to manage multiple stakeholders of the business and drive alignment

Structured communication and persuasion skills required to move departments and people to action

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.