General Information

Req #
Career area:
Sunday, July 11, 2021
Working 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

The Director will take the lead of e-service transformation under Intelligent Customer Engagement Center of International service support organization. He /She is responsible for the Quality, Affordability, and Innovative nature of Lenovo’s e-Service and Support experience.

This is accomplished through:

1. Driven the Omni-channel buildup and optimization for customer & product support to achieve the low cost and high CX business result; Collaborating with regional Service Delivery teams to meet customer needs across the world, for Lenovo PC, Data center and Mobility customers.

2. Well manage day to day operation & performance for B2C and B2B Online support functions, like Web sites, E-ticket, Chat, Chatbot, Community and Social Media and keep the consistent customer experience
* Ensuring the consistent high-quality performance of key online support functions
* Designing and implementing online customer journeys aimed at reducing customer effort
* Measuring evolving customer needs by leveraging both site telemetry and customer feedback
* Developing B2B tools to provide Enterprise Customers the ability to easily manage support needs
* Creating multilingual online help content to increase customer success while minimizing support costs
* Optimizing site and content structure to increase discoverability via External and Internal search engines
* Collaborating with other business teams to integrate Support into the broader Lenovo online ecosystem

* Success in this area is measured principally by:
* Customer Experience, via Voice of Customer feedback
* Technical performance of key functions (uptime, speed of response…)
* Content Effectiveness, via Voice of Customer feedback
* Popularity of Content
* External and Internal Search effectiveness

3. Apply AI technology to enhance digital service hub and improve on-line solution efficiency and self-help & fix rate

4. Work with Geographic Customer engagement center to well shift phone calls to e-Service platform and Strategic planning and execution of Transformation projects, balancing Services Delivery Cost and Revenue priorities.

5. Leverage all data and information on digital platform to make the smarter recommendations to customer and internal teams for in warranty support and upsell opportunities.

6. Work with service readiness team and technician to well maintain knowledge base and continuously drive the popularity and efficiency of KB content

7. Closely engage with Business Technology and Information Technology (BT/IT) team to maintain the advanced technology and the highest availability for all e-service and support channels Managing Online Support IT development priorities and costs

8. Develop e-service and support team as the pioneer and retain talents, lead an international team of delivery professionals managing support via Social channels


With the support of its team, this leadership position’s responsibilities include

Web Support

Support Community Operations
* Fostering a healthy and active peer-to-peer support-focused community of Lenovo customers and enthusiasts
* Providing timely and technically accurate responses, including interfacing with internal Technical Resources (engineering, development) to obtain such responses
* Managing relations and performance for outsourced labor vendors
* Working with IT to enhance the Community platform and integrate the Community journey with the broader Lenovo Support
* Curating Community Content to ensure customers can easily find quality content

* Success in this area is measured principally by:
* Customer Experience, via Voice of Customer feedback
* Speed of Response
* Number of technical solutions provided

Social Care Operations
* Ensuring the timely, high quality response to Support enquiries submitted via Lenovo’s official Social Media - from both the central Headquarters team as well as Regional satellite teams.
* Coordinating with Lenovo Marketing to ensure consistent and coordinated policies and tone of voice
* Managing relations and performance for outsourced labor vendors
* Managing relations and performance from experience management platform vendor

* Success in this area is measured principally by:
* Customer Experience, via Voice of Customer feedback
* Speed of Response

AI Support Bot and Digital Hub & Platform Enhancement
* Managing the international deployment of Natural Language Processing-based Support Bots
* Driving the Content Optimization process, to increase solution rate and reduce customer effort
* Working with IT to introduce innovative functionality to new and existing Support Bots
* Integrate bi-directional Automated and Human-assisted Support functions into popular third-party messaging applications

* Success in this area is measured principally by:
* Customer Experience, via Voice of Customer feedback
* Solution Rate

* 5+ years’ experience leading international team of managers and professionals and with experience working in a highly matrixed organization
* s scope and end to end processes of High-Tech devices
* Proven experience managing performance of external vendors
* projects
* Proactively take responsibility to research customer behavior and skillful apply to eService transformation.
* Strong English Oral and Written communication skills

- Strong problem-solving capability and the result driven; Great teamwork, Be proactive
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