Lenovo

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 eService, 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