Head of Service Channels
Job Summary
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.
Key Responsibilities
1. eService Operations Leadership
- 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.
2. Cross-Functional Transformation & 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.
3. Leadership Partnership & Strategic Execution
- 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.
Qualifications
Required Qualifications
- 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.
Preferred Qualifications
- 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.
Key Competencies
- 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
