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, while leading cross-functional initiatives across Japan, Asia Pacific (AP), and Global teams to deliver measurable business outcomes.

Key Responsibilities

1. eService Operations Leadership

• Own and lead the overall performance of Lenovo Japan's eService ecosystem, including Support Site, FAQ, Chat, AI, and other self-service channels.
• Monitor and manage key service metrics, including service quality, customer experience (CX), self-service resolution rates, and cost efficiency.
• Drive continuous improvements through VOC analysis, web analytics, and customer behavior insights.
• Accelerate service innovation and digital transformation through effective AI adoption and automation initiatives.
• Manage external vendors and collaborate with internal stakeholders to ensure operational excellence.

2. Cross-Functional Transformation & Operational Excellence

• Lead business process standardization, optimization, and operational efficiency initiatives.
• Drive cross-functional programs and strategic initiatives across multiple organizations.
• Collaborate with AP and Global teams to identify, adopt, and implement best practices.
• Champion medium- and long-term transformation agendas that support organizational growth and business objectives.

3. Leadership Partnership & Strategic Execution

• Translate business strategies and organizational priorities into actionable plans and measurable outcomes.
• Support business planning, budgeting, Quarterly Business Reviews (QBRs), and executive business reviews.
• Lead governance processes for strategic initiatives, including project tracking, risk management, and stakeholder alignment.
• Drive cross-regional projects involving Japan, AP, and Global teams.
• Provide data-driven insights and recommendations to support executive decision-making.
• Serve as a trusted advisor and strategic partner to the Services Director, contributing to overall organizational success and business performance.

Qualifications

Required Qualifications

• Proven management experience in service operations, business operations, strategic planning, or related fields.
• Demonstrated people management experience with a track record of leading and developing teams.
• Experience managing KPIs and leading operational improvement initiatives.
• Proven ability to lead and influence cross-functional projects and stakeholders.
• Experience translating business strategies and executive priorities into executable action plans.
• Strong communication, presentation, and stakeholder management skills.
• Experience working with Asia Pacific and/or Global teams in a matrixed organization.
• Business-level English proficiency.

Preferred Qualifications

• Experience managing eService, web support, FAQs, chat services, or self-service channels.
• Experience in contact center operations and/or customer support organizations.
• Proven track record of leading customer experience (CX) improvement initiatives.
• Experience with AI solutions, chatbots, knowledge management systems, or digital service platforms.
• Experience leading digital transformation and business process reengineering programs.
• Industry experience within hardware manufacturing, technology, IT services, or eCommerce environments.

Key Competencies

• Strategic Thinking & Business Acumen
• Customer-Centric Mindset
• Data-Driven Decision Making
• Leadership & Team Development
• Change Management & Transformation Leadership
• Cross-Cultural Collaboration
• Stakeholder Influence & Executive Communication
• Operational Excellence & Continuous Improvement
• Innovation & AI Adoption Leadership

Additional Locations: * Japan - Tōkyō - Chiyoda-Ku * Japan * Japan - Tōkyō * Japan - Tōkyō - Chiyoda-Ku