Head of Service Channels
This position serves as the leader of Lenovo Japan's eService domain, including Support Site, FAQ, Chat, AI, and other self-service channels. The role is responsible for overseeing day-to-day operations, developing strategic direction, and driving continuous improvement initiatives to enhance customer experience (CX) and maximize self-service resolution rates.
By leveraging Voice of Customer (VOC) insights and key performance metrics, the Head of Service Channels will identify improvement opportunities and establish a data-driven continuous improvement cycle that enhances service quality while optimizing operational costs.
In addition, this role acts as a strategic partner to the Services Director and the Services Leadership Team. The position is expected to translate business strategies and transformation agendas into actionable execution plans, while leading cross-functional initiatives across Japan, Asia Pacific (AP), and Global teams to deliver measurable business outcomes.
-
Own and lead the overall performance of Lenovo Japan's eService ecosystem, including Support Site, FAQ, Chat, AI, and other self-service channels.
-
Monitor and manage key service metrics, including service quality, customer experience (CX), self-service resolution rates, and cost efficiency.
-
Drive continuous improvements through VOC analysis, web analytics, and customer behavior insights.
-
Accelerate service innovation and digital transformation through effective AI adoption and automation initiatives.
-
Manage external vendors and collaborate with internal stakeholders to ensure operational excellence.
-
Lead business process standardization, optimization, and operational efficiency initiatives.
-
Drive cross-functional programs and strategic initiatives across multiple organizations.
-
Collaborate with AP and Global teams to identify, adopt, and implement best practices.
-
Champion medium- and long-term transformation agendas that support organizational growth and business objectives.
-
Translate business strategies and organizational priorities into actionable plans and measurable outcomes.
-
Support business planning, budgeting, Quarterly Business Reviews (QBRs), and executive business reviews.
-
Lead governance processes for strategic initiatives, including project tracking, risk management, and stakeholder alignment.
-
Drive cross-regional projects involving Japan, AP, and Global teams.
-
Provide data-driven insights and recommendations to support executive decision-making.
-
Serve as a trusted advisor and strategic partner to the Services Director, contributing to overall organizational success and business performance.
-
Proven management experience in service operations, business operations, strategic planning, or related fields.
-
Demonstrated people management experience with a track record of leading and developing teams.
-
Experience managing KPIs and leading operational improvement initiatives.
-
Proven ability to lead and influence cross-functional projects and stakeholders.
-
Experience translating business strategies and executive priorities into executable action plans.
-
Strong communication, presentation, and stakeholder management skills.
-
Experience working with Asia Pacific and/or Global teams in a matrixed organization.
-
Business-level English proficiency.
-
Experience managing eService, web support, FAQs, chat services, or self-service channels.
-
Experience in contact center operations and/or customer support organizations.
-
Proven track record of leading customer experience (CX) improvement initiatives.
-
Experience with AI solutions, chatbots, knowledge management systems, or digital service platforms.
-
Experience leading digital transformation and business process reengineering programs.
-
Industry experience within hardware manufacturing, technology, IT services, or eCommerce environments.
-
Strategic Thinking & Business Acumen
-
Customer-Centric Mindset
-
Data-Driven Decision Making
-
Leadership & Team Development
-
Change Management & Transformation Leadership
-
Cross-Cultural Collaboration
-
Stakeholder Influence & Executive Communication
-
Operational Excellence & Continuous Improvement
-
Innovation & AI Adoption Leadership
