Description and Requirements

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,...