Customer Support Program Manager
About the role
General Information
Req #
WD00100843
Career area:
Customer Experience
Country/Region:
Japan
State:
Tokyo
City:
Chiyoda-Ku
Date:
Monday, June 15, 2026
Working time:
Full-time
Additional Locations:
Japan - Tōkyō - Chiyoda-Ku
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$83 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.
Description and Requirements
Roles and Responsibilities
Support overall contact center operations and assist the Operation Manager
Manage outsourcing vendors with accountability for quality, cost, and performance
Drive initiatives to improve Customer Experience (CX) and Employee Experience (EX)
Monitor and improve key KPIs including quality, productivity, cost, and customer satisfaction
Prepare and deliver reporting for business reviews (WBR/MBR/QBR)
Identify operational issues through data analysis and lead improvement actions
Lead projects such as cost optimization, process improvement, and system transformation
Promote automation and efficiency improvements through AI solutions (e.g., chatbot, IVA)
Drive offshore transition and optimize outsourcing delivery models
Define and execute response strategies for customer complaints and escalation cases
Lead cross-functional issue resolution involving Sales, Support, Repair, and Parts organizations
Oversee high-impact cases such as refunds, defective products, and service quality issues
Handle data privacy and compliance-related matters with appropriate judgment
Requirements
Must Have
Minimum 5 years of experience in contact center operations
Experience in vendor management and/or operational management
Proven experience in KPI management and continuous improvement
Experience in reporting and business review presentations
Experience leading cost reduction, process change, or system implementation projects
Experience leading complaint handling and escalation strategy with cross-functional coordination
Experience resolving cross-functional operational issues
Experience handling operational risk such as quality issues and customer-impacting incidents
Experience in data privacy and compliance-related operations
Business-level communication skills in Japanese and English
Strong analytical, problem-solving, and presentation skills
Nice to Have
Experience implementing AI solutions for contact centers
Experience in offshore transition or global delivery management
Experience in multi-channel or work-from-home contact centers
Experience in transformation or new service launch
Typical Candidate
A data-driven professional with strong contact center experience who can independently drive KPI improvements, lead cross-functional
coordination, and take ownership of operational control and transformation initiatives.
Additional Locations:
Japan - Tōkyō - Chiyoda-Ku
Japan
Japan - Tōkyō
Japan - Tōkyō - Chiyoda-Ku
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