Customer Support Program Manager

Customer Support Program Manager

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 #153 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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