Lenovo
Customer Care Operations Program Manager
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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).
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.
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; maintaining delegation and approval permissions; ensuring timely case management and accurate documentation; coordinating with IT/Systems teams on enhancements and troubleshooting.
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; reconcile discrepancies and resolve billing issues; maintain documentation for audits and compliance checks; track contract changes, rate adjustments, and additional Statements of Work (SOWs).
Workforce Capacity Planning
– Partner with Workforce Management to align vendor capacity, schedules, and staffing with forecasted demand; oversee hiring readiness, ramp timelines, attrition, and skill availability; 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; 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 skills at all levels, with the ability to formulate a plan and drive its completion
Experience supporting global, multilingual, and multichannel customer support operations
Strong teaming, leadership, ownership, and communication skills required, able to develop relationships quickly, lead with persistence and influence others
Experience partnering vendor 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 working 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, basis of disability or any federal, state, or local protected class.
Referrals increase your chances of interviewing at Lenovo by 2x
Get notified about new Customer Service Operations Manager jobs in
North Carolina, United States .
Charlotte, NC $90,000.00-$125,000.00 3 days ago
Seniority level:
Mid‑Senior level |
Employment type:
Full‑time |
Job function:
Management and Manufacturing |
Industries:
IT Services and IT Consulting
#J-18808-Ljbffr
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).
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.
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; maintaining delegation and approval permissions; ensuring timely case management and accurate documentation; coordinating with IT/Systems teams on enhancements and troubleshooting.
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; reconcile discrepancies and resolve billing issues; maintain documentation for audits and compliance checks; track contract changes, rate adjustments, and additional Statements of Work (SOWs).
Workforce Capacity Planning
– Partner with Workforce Management to align vendor capacity, schedules, and staffing with forecasted demand; oversee hiring readiness, ramp timelines, attrition, and skill availability; 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; 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 skills at all levels, with the ability to formulate a plan and drive its completion
Experience supporting global, multilingual, and multichannel customer support operations
Strong teaming, leadership, ownership, and communication skills required, able to develop relationships quickly, lead with persistence and influence others
Experience partnering vendor 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 working 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, basis of disability or any federal, state, or local protected class.
Referrals increase your chances of interviewing at Lenovo by 2x
Get notified about new Customer Service Operations Manager jobs in
North Carolina, United States .
Charlotte, NC $90,000.00-$125,000.00 3 days ago
Seniority level:
Mid‑Senior level |
Employment type:
Full‑time |
Job function:
Management and Manufacturing |
Industries:
IT Services and IT Consulting
#J-18808-Ljbffr