Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions—not just the select few—experience our version of a smarter future.

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

Services Operations and Project Incubation Manager:

Lead the operations team in the Service Delivery area for Latin America, responsible for the technical support, DOA returns, material scrap and recovery processes, including legal cases operations and to manage all the service providers responsible for these activities. Also, lead the project incubation initiatives, ensuring fully-functioning solutions related to the customer service and returns operations.

Responsibilities:

• Lead the DOA & Legal Team which handles returns and claims received from Lenovo’s business partners across the region and final customers.
• Co-lead the DOA recovery program, ensuring the highest quality levels and creating new opportunities that lead us to revenue increase.
• Maintain the operations at exceptional levels, constantly finding opportunities on processes, vendors, and the team, from solid data analysis, customer feedback, internal stakeholders and service providers.
• Lead the technical team, responsible for the support and control of quality processes throughout the region, ensuring readiness for NPI in the service delivery network, ownership of quality issues and full execution of solutions deployment.
• On project incubation, create an environment of continuous improvement with innovative solutions aimed to improve our customers’ experience, process enhancement and cost reduction not only within the team, but also in other organizations and our service providers.
• Be an influencer, understand and fully document other areas requirements and potential roadblocks to make sure the complete execution of these initiatives.
• Be a challenger every day, always looking for different and better ways to operate and influence other areas to follow the same path.

Skills:

• Excellent Management skills
• Be able to create solid relationships with internal/external stakeholders and clients.
• KPIs monitoring and redefinition.
• Results oriented.
• Analytic & strategic professional, able to detect improvement opportunities and implement new projects to contribute to services objectives.
• High level of persistence to succeed in project & initiatives implementation.
• High level of influence to transform the mindset of managers from other areas and implement new ideas and projects.
• High level of communication skills around complex processes
• Proactive person, able to anticipate situations in the normal operation and projects incubation.
• High level of innovation.
• Emotional intelligence.
• Able to face complex situation and generate resolution plans to solve it.
• Advanced technical knowledge in PCs and Tablets is a must.