オペレーションマネージャー / Service Operations Manager

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.雇用主：Lenovo Japanにご入社後、NECパーソナルコンピュータ株式会社へ出向となります。勤務地：群馬県太田市 / もしくは東京都千代田区喫煙：オフィス内禁煙雇用形態：正社員（試用期間：6か月）給与：現職給与および経験を考慮のうえ決定残業手当：対象外勤務時間：8:30～17:15（休憩時間：12:00～13:00の1時間）休日：土曜・日曜・祝日、年末年始、会社設立記念日、特別休暇、代休制度あり社会保険・福利厚生：厚生年金、健康保険、雇用保険、労災保険、確定拠出年金、財形貯蓄、Lenovo社員向け団体生命保険 等主な役割サービス組織と連携し、プログラムの統括・調整を担当し、顧客体験を提供するとともに、サービスコストの継続的改善を推進する。事業目標に沿ったプログラムや成果物をサポートし、OPEX目標内で望ましい顧客体験を実現する。主な職務内容プログラム戦略と企画：顧客ニーズを満たすための戦略立案と実行（データ分析・可視化、インサイト分析、プログラム管理など）。プロジェクト調整：複数プロジェクトを統括し、プログラム目標およびOpExコミットメントに合致させる。パフォーマンス管理と報告：主要指標に基づき進捗を追跡、改善点を特定し、ステークホルダーへ報告。ステークホルダーマネジメント：社内外関係者に対し、プログラムの状況・進捗・課題を共有。プロセス改善：CEC、パーツ、作業工数、物流領域における効率化施策の特定・実行（Break-fix／Non-Break-fix 含む）。データ分析：顧客ニーズやトレンドを把握し、データに基づく意思決定を行う。協働：Upsell、財務、技術、FS、WWチーム、各Towerリードと連携し、KPI達成とOpEx目標遵守を推進。求めるスキル・資格プロジェクト管理：計画・組織化・実行に優れたプロジェクトマネジメント能力。コミュニケーション：日本語・英語による優れた口頭・文書・対人コミュニケーション能力。分析力：データを分析し、傾向を把握し、意思決定に活用できる力。問題解決力：自律的かつ協働的に課題を特定・解決できる能力。顧客志向：顧客ニーズを理解し、優れた顧客サポートを提供する姿勢。業界知識：コンタクトセンター、製品ライフサイクル、サプライチェーン、特にPC製造業界に関する知見。技術知識：Lean、Six Sigma、統計分析、Power BI、Microsoft Office（Excel, PowerPoint, Project）に精通していること。Employer: NEC Personal Computers, Ltd.＊Upon joining Lenovo Japan, you will be assigned on secondment to NEC Personal Computers, Ltd.Work location: Ota-shi (Gunma) / TokyoSmoking: Not allowed in the office,Employment condition: Permanent Staff (Probation period: 6 months)Expected salary: Depending on the current salary and experience, we would make our decisionOvertime allowance: Not applicableWorking hours: 8:30-17:15 (Rest time: 1 hour (12:00-13:00))Holidays: Saturday, Sunday, national holidays, year-end holiday, established anniversary day, special holiday, and compensatory holidaySocial insurance and benefits: Comprised of Pension, Health, Unemployment and Worker's Accident Compensation, Defined-contribution pension, property accumulation savings, Lenovo employee group life insurance, etc.Main RoleResponsible for overseeing and coordinating programs with Services Organization to deliver customer experience and continuously improving cost to service.Support programs and deliverables to align with business goals and deliver the desired customer experience within Opex goals.Key ResponsibilitiesProgram Strategy and Planning:Develop and implement program strategies to support customer needs, including data analysis and visualization, insights and analytics and program management activities.Project Coordination:Oversee multiple projects within the program, ensuring they align with program goals and OpEx commitments.Performance Monitoring and Reporting:Track program performance against key metrics, identify areas for improvement, and report on progress to stakeholders.Stakeholder Management:Communicate program status, progress, and issues to various stakeholders, including internal teams and external partners.Process Improvement:Identify and implement process improvements to enhance efficiency and effectiveness of CEC, Parts, Labor and Logistics tower, along with breakfix and non breakfix offerings.Data Analysis:Analyze data to understand customer needs, identify trends, and make data-driven decisions.Collaboration:Work collaboratively with other teams, including Upsell, Finance, Tech, FS, WW teams and Tower leads to achieve KPI and OpEx commitments.Skills And QualificationsProject Management:Strong project management skills with the ability to plan, organize, and execute projects effectively.Communication:Excellent verbal, written, and interpersonal communication skills to effectively communicate with internal and external stakeholders in Japanese and EnglishAnalytical Skills:Ability to analyze data, identify trends, and make data-driven decisions.Problem-Solving:Ability to identify and solve problems effectively, both independently and collaboratively.Customer Focus:Strong understanding of customer needs and a commitment to providing excellent customer support.Industry Knowledge:Familiarity with Contact centre, product lifecycle, supply chain industry, particularly in PC manufacturing industry.Technical Knowledge:Should have proficient hands on knowledge of Lean, Six Sigma, Statistical Analysis, Power BI, Microsoft Suite ( Excel, Powerpoint and Project).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.