Head of Service Channels

Description and Requirements

Head of Service Channels

Job Summary

This position serves as the leader of Lenovo Japan's eService domain, including Support Site, FAQ, Chat, AI, and other self-service channels. The role is responsible for overseeing day-to-day operations, developing strategic direction, and driving continuous improvement initiatives to enhance customer experience (CX) and maximize self-service resolution rates.

By leveraging Voice of Customer (VOC) insights and key performance metrics, the Head of Service Channels will identify improvement opportunities and establish a data-driven continuous improvement cycle that enhances service quality while optimizing operational costs.

In addition, this role acts as a strategic partner to the Services Director and the Services Leadership Team. The position is expected to translate business strategies and transformation agendas into actionable execution plans,...