Lenovo

Lenovo (HKSE: 992) (ADR: LNVGY) is a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere.

About Our Team

The WW eCommerce team at Lenovo manages Lenovo.com, enabling direct transactions for end-users and small businesses in 38 countries worldwide. Within this team, the Global Customer Care & Support organization drives Lenovo's vision to provide world-class post-purchase support, ensuring exceptional customer satisfaction and retention. We are a group of passionate customer advocates who interact with hundreds of thousands of consumers and small businesses, playing a critical role in driving consistent double-digit growth year after year.

What You’ll Do

As the Manager of Brazil Customer Care Operations, you will oversee management of Brazil’s customer care function. You will be responsible for implementing strategic goals and ensuring Lenovo.com delivers best-in-class post-purchase support for eCommerce customers. This role is essential to scaling and optimizing Lenovo’s customer support capabilities for the online channel of the world’s #1 PC manufacturer.

Key responsibilities will include driving continuous improvement of our customer care strategy, assessing operational gaps, and ensuring adherence to core operational metrics to ensure customer service delivery. You will collaborate globally to implement new strategies, technologies, and best practices, contributing to our goal of offering exceptional customer support across all regions.

This is a high-impact role for a creative, results-driven leader ready to take on the challenge of shaping world-class customer support operations at Lenovo.com in Brazil.

Roles & Responsibilities:
* Lead Post-Purchase Support Operations: Own and manage the customer care operations in Brazil, ensuring seamless post-purchase experiences for eCommerce customers.
* Support Business Management System (BMS): Drive the success of core KPIs (e.g., CSAT/OSAT, first-time resolution, aged backlog) by optimizing processes and managing performance.
* Standardize Global Best Practices: Drive the implementation of industry best practices across global customer support functions, including supplier contract negotiations and KPI alignment.
* Identify and Solve CX Pain Points: Collaborate with IT and regional teams to resolve customer experience issues based on priority.
* Tool and Process Improvement: Guide the selection and implementation of tools and systems that enhance customer care operations, ensuring continuous process improvement.
* Advocate for Best Practices: Evangelize post-purchase customer care best practices across all customer touchpoints.
* Technology and Data Management: Identify and address gaps in technology, data, or platforms that could impact the success of customer support operations and testing strategies.
* Foster Internal and External Relationships: Build and nurture strong partnerships to drive alignment and achieve business goals.
* Promote Ethical Standards: Cultivate an environment of integrity and ethics where all team members adhere to company standards.

What We’re Looking For

As an experienced leader in post-purchase customer support, you will bring:
* Expert Knowledge of Post-Purchase Support: In-depth experience with post-purchase support strategies and tactics, with a focus on customer satisfaction and retention.
* Strategic Thinking & Execution: Proven ability to assess performance gaps, define growth strategies, and drive results across teams.
* Data-Driven Leadership: Strong understanding of KPIs and ability to drive meaningful, measurable improvements in customer care operations.
* Industry Best Practices Knowledge: Familiarity with customer care best practices both within eCommerce and across adjacent industries.
* Multitasking & Execution: A proven track record of managing multiple tasks simultaneously, delivering quality results in a fast-paced environment.
* Communication Skills: Strong verbal and written communication skills, with the ability to effectively engage stakeholders at all levels.
* Adaptability: Comfortable working in a dynamic, entrepreneurial environment with shifting priorities.

Basic Qualifications
* Management Experience: Leadership experience in customer care organizations, with demonstrated progression in responsibility.
* Analytical & Problem-Solving Skills: Strong analytical mindset with the ability to solve complex problems and optimize customer care processes.
* Process-Oriented: Strong focus on process improvement and operational efficiency.
* Collaboration Skills: Ability to collaborate effectively in a matrixed environment, working with global teams across regions.

Preferred Qualifications
* Language: English fluency to enable global collaboration across global Lenovo teams
* CRM Experience: Familiarity with MS Dynamics and other customer relationship management tools.
* E-Commerce & Consumer Electronics: Experience in eCommerce customer care, particularly in consumer electronics, FMCG, or durable goods sectors.
* Agency and Client Perspective: Experience working both on the agency side and client side of customer care operations.

* Have easy access to the region of Lapa - SP