Customer Support Program Manager
Company: Lenovo
Role summary
Customer Support Program Manager is a full-time role at Lenovo in Tokyo, Japan (on-site). Posted 2026-10-02. Experience level: 5-10.
- Job title
- Customer Support Program Manager
- Company
- Lenovo
- Location
- Tokyo, Japan
- Work arrangement
- on-site
- Employment type
- full-time
- Category
- Customer Service
- Experience level
- 5-10
- Date posted
- 2026-10-02
If you're looking for a chance to make a real impact at a global tech leader, this role at Lenovo is a great opportunity. You'll be responsible for managing customer support programs, ensuring a smooth and positive experience for millions of users. It’s a full-time position with a chance to grow within a company focused on innovation.
Job description
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
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