Lenovo
Customer Care Operations Program Manager
Lenovo, Morrisville, North Carolina, United States, 27560
Position Details
Req # WD00092343
Career area: Supply Chain
Country/Region: United States of America
State: North Carolina
City: Morrisville
Date: Friday, December 12, 2025
Working time: Full-time
Additional Locations: United States of America - North Carolina - Morrisville
Why Work at Lenovo We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world's largest PC company with a full‑stack portfolio of AI‑enabled, AI‑ready, and AI‑optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software‑defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world‑changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong Stock Exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
Role Summary This role is the operational owner and liaison for offshore vendor management, ensuring smooth day‑to‑day performance across customer support channels while driving efficiency, financial accuracy, and continuous improvement. It combines vendor oversight, CRM administration, financial governance, and cross‑functional collaboration to maintain service quality and operational rigor.
This role is the central hub for vendor operations — balancing performance monitoring, CRM administration, financial governance, and cross‑functional alignment to ensure customer support runs efficiently and scales effectively.
Key Responsibilities
Vendor Performance & Operational Management
Serve as the primary day‑to‑day contact for offshore vendor leadership and supervisory teams.
Monitor SLA, KPI, productivity, and quality performance across all channels (phone, chat, email, back office).
Review daily/weekly reports and dashboards to identify trends, gaps, and opportunities for improvement.
Oversee issue escalations and drive timely resolution of operational challenges.
Microsoft Dynamics Administration & Daily Operations
Manage day‑to‑day operational tasks within Microsoft Dynamics, including:
Reviewing and approving cases, workflows, and escalations.
Monitoring queue performance and agent activity within Dynamics.
Maintaining delegation and approval permissions for vendor and internal teams.
Ensuring timely case management and accurate documentation within the CRM.
Coordinate with IT/Systems teams on Dynamics enhancements, troubleshooting, and access management.
Budget Oversight & Financial Management
Manage the operational budget related to the vendor program, including monthly forecasting and variance analysis.
Monitor vendor utilization, productivity, and billing accuracy to ensure alignment with contractual staffing models.
Invoice & Contract Governance
Review, validate, and approve monthly vendor invoices against actual volumes, staffing levels, and SLA compliance.
Reconcile discrepancies and work directly with the vendor and internal finance teams to resolve billing issues.
Maintain documentation for audits, compliance checks, and contract obligations.
Track contract changes, rate adjustments, and additional Statements of Work (SOWs).
Workforce & Capacity Planning
Partner with Workforce Management to ensure the vendor’s capacity, schedules, and staffing align with forecasted demand.
Oversee hiring readiness, ramp timelines, attrition, and skill availability at the offshore site.
Validate BCP (Business Continuity Plans) for offshore operations.
Training, Quality, & Customer Experience Support
Collaborate with Training and QA teams on curriculum updates, calibrations, and quality review sessions.
Ensure knowledge bases, SOPs, and workflows are current and consistently followed by the vendor.
Use customer insights and quality trends to identify and implement improvements.
Process Improvement & Optimization
Identify operational bottlenecks or inefficiencies across workflows and vendor processes.
Lead initiatives that improve service quality, reduce cost‑to‑serve, and enhance customer experience.
Support automation, AI‑assisted tools, and workflow optimization in Microsoft Dynamics and across the vendor operation.
Governance & Communication
Participate in weekly business reviews, and monthly/quarterly vendor performance reviews.
Maintain documentation related to governance operations, escalation protocols, and playbooks.
Provide regular leadership updates on performance, risks, financial status, and improvement initiatives.
Cross‑Functional Collaboration
Work closely with internal Lenovo stakeholders such as CX, IT, Product, WFM, Finance, Procurement, Legal, and Compliance.
Support new product/service launches and ensure vendor readiness.
Partner with Finance on quarterly budgeting and annual operating plans.
Basic Qualifications
4–7+ years of experience in contact center operations or vendor/BPO management
Bachelor’s degree in business, Operations, Finance, or related field
Preferred Qualifications
Conceptual thinking and problem‑solving at all levels, with a strong drive to execute plans to completion
Experience supporting global, multilingual, and multichannel customer support operations
Strong teaming, leadership, ownership, and communication skills; ability to develop relationships quickly, lead with persistence, and influence others
Experience partnering vendors on budget vs. actual headcount, forecast models, and forecasting accuracy metrics
Proven history of driving vendor accountability for SLA attainment, staffing accuracy, shrinkage management, and intraday execution
Hands‑on experience with Microsoft Dynamics, including workflows, approvals, and case and request management
Strong ability to create alignment between internal operations, vendor operations, and executive leadership
Familiarity with SOW terms related to Customer Care: SLA definitions, support tiers, adherence %, occupancy targets, billing rules, and incentives/penalties
Strong understanding of contact center metrics, quality frameworks, and operational analytics
Experience managing invoices, budgets, and financial workflows
Willingness to work flexible, non‑traditional hours to accommodate global communications as needed by the business
Excellent communication, vendor management, and relationship‑building skills
Strong analytical and problem‑solving abilities with proficiency in Excel, reporting tools, and CRM dashboards
Ability to travel to offshore sites as needed
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
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Why Work at Lenovo We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world's largest PC company with a full‑stack portfolio of AI‑enabled, AI‑ready, and AI‑optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software‑defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world‑changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong Stock Exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
Role Summary This role is the operational owner and liaison for offshore vendor management, ensuring smooth day‑to‑day performance across customer support channels while driving efficiency, financial accuracy, and continuous improvement. It combines vendor oversight, CRM administration, financial governance, and cross‑functional collaboration to maintain service quality and operational rigor.
This role is the central hub for vendor operations — balancing performance monitoring, CRM administration, financial governance, and cross‑functional alignment to ensure customer support runs efficiently and scales effectively.
Key Responsibilities
Vendor Performance & Operational Management
Serve as the primary day‑to‑day contact for offshore vendor leadership and supervisory teams.
Monitor SLA, KPI, productivity, and quality performance across all channels (phone, chat, email, back office).
Review daily/weekly reports and dashboards to identify trends, gaps, and opportunities for improvement.
Oversee issue escalations and drive timely resolution of operational challenges.
Microsoft Dynamics Administration & Daily Operations
Manage day‑to‑day operational tasks within Microsoft Dynamics, including:
Reviewing and approving cases, workflows, and escalations.
Monitoring queue performance and agent activity within Dynamics.
Maintaining delegation and approval permissions for vendor and internal teams.
Ensuring timely case management and accurate documentation within the CRM.
Coordinate with IT/Systems teams on Dynamics enhancements, troubleshooting, and access management.
Budget Oversight & Financial Management
Manage the operational budget related to the vendor program, including monthly forecasting and variance analysis.
Monitor vendor utilization, productivity, and billing accuracy to ensure alignment with contractual staffing models.
Invoice & Contract Governance
Review, validate, and approve monthly vendor invoices against actual volumes, staffing levels, and SLA compliance.
Reconcile discrepancies and work directly with the vendor and internal finance teams to resolve billing issues.
Maintain documentation for audits, compliance checks, and contract obligations.
Track contract changes, rate adjustments, and additional Statements of Work (SOWs).
Workforce & Capacity Planning
Partner with Workforce Management to ensure the vendor’s capacity, schedules, and staffing align with forecasted demand.
Oversee hiring readiness, ramp timelines, attrition, and skill availability at the offshore site.
Validate BCP (Business Continuity Plans) for offshore operations.
Training, Quality, & Customer Experience Support
Collaborate with Training and QA teams on curriculum updates, calibrations, and quality review sessions.
Ensure knowledge bases, SOPs, and workflows are current and consistently followed by the vendor.
Use customer insights and quality trends to identify and implement improvements.
Process Improvement & Optimization
Identify operational bottlenecks or inefficiencies across workflows and vendor processes.
Lead initiatives that improve service quality, reduce cost‑to‑serve, and enhance customer experience.
Support automation, AI‑assisted tools, and workflow optimization in Microsoft Dynamics and across the vendor operation.
Governance & Communication
Participate in weekly business reviews, and monthly/quarterly vendor performance reviews.
Maintain documentation related to governance operations, escalation protocols, and playbooks.
Provide regular leadership updates on performance, risks, financial status, and improvement initiatives.
Cross‑Functional Collaboration
Work closely with internal Lenovo stakeholders such as CX, IT, Product, WFM, Finance, Procurement, Legal, and Compliance.
Support new product/service launches and ensure vendor readiness.
Partner with Finance on quarterly budgeting and annual operating plans.
Basic Qualifications
4–7+ years of experience in contact center operations or vendor/BPO management
Bachelor’s degree in business, Operations, Finance, or related field
Preferred Qualifications
Conceptual thinking and problem‑solving at all levels, with a strong drive to execute plans to completion
Experience supporting global, multilingual, and multichannel customer support operations
Strong teaming, leadership, ownership, and communication skills; ability to develop relationships quickly, lead with persistence, and influence others
Experience partnering vendors on budget vs. actual headcount, forecast models, and forecasting accuracy metrics
Proven history of driving vendor accountability for SLA attainment, staffing accuracy, shrinkage management, and intraday execution
Hands‑on experience with Microsoft Dynamics, including workflows, approvals, and case and request management
Strong ability to create alignment between internal operations, vendor operations, and executive leadership
Familiarity with SOW terms related to Customer Care: SLA definitions, support tiers, adherence %, occupancy targets, billing rules, and incentives/penalties
Strong understanding of contact center metrics, quality frameworks, and operational analytics
Experience managing invoices, budgets, and financial workflows
Willingness to work flexible, non‑traditional hours to accommodate global communications as needed by the business
Excellent communication, vendor management, and relationship‑building skills
Strong analytical and problem‑solving abilities with proficiency in Excel, reporting tools, and CRM dashboards
Ability to travel to offshore sites as needed
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
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