Position Description: About Lenovo Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that create a more inclusive, trustworthy and sustainable digital society. By designing, engineering and building the world’s most complete portfolio of smart devices and infrastructure, we are also leading an Intelligent Transformation – to create better experiences and opportunities for millions of customers around the world. Join us in defining our world of tomorrow and creating smarter technology for all! Who You’ll Work With At Lenovo, we manufacture one of the world’s widest portfolios of connected products, including PCs (ThinkPad, Yoga, Lenovo Legion), tablets, smartphones and workstations as well as augmented and virtual reality (Mirage, ThinkReality) and smart home/o¬ffice solutions, software and services. Lenovo’s data center solutions (ThinkSystem, ThinkAgile) are creating the capacity and computing power for the connections that are changing business and society. About Our Team The WW eCommerce team at Lenovo manages Lenovo.com, and enables direct end- user customer and small business transactions in 38 countries across the globe.  The Global Customer Care & Support organization at Lenovo.com will set the strategic vision & direction and lead the implementation of world-class demand customer support programs to drive post purchase eCommerce customer satisfaction & retention. This team of relentless customer evangelists interact with hundreds of thousands of consumers & small businesses and are a critical enabler to continued double digit growth year after after year. What You’ll Do The Director, Customer Care Strategy & Operations role will act as day-to-day manager for the WW customer care organization, setting KPIs, building a robust business management system (BMS) and working relentlessly on behalf of our customers.  It will also build the long-term strategic goals for customer care on Lenovo.com, in an effort to create and guide implementation of industry best-practices in post-purchase support across the entire eCommerce direct customer care organization.  This is an integral role on this growing team. If you are bold, creative, fearless, and ambitious then you just might the person we are looking for! The right person will take us into un-chartered territory by setting a course for world-class customer support at Lenovo.com, the online channel for the world’s #1 PC manufacturer. This role requires a deft hand at understanding market dynamics, developing a vision, assessing gaps to industry standards, strategy adoption & implementation, and common day-to-day metric ownership for Lenovo.com customer care. This role will manage our supplier partnerships, own the strategic vision & and drive the cadence for testing & learning. In conjunction with geo teams from across the globe, this role will develop new targeting and measurement capabilities. Roles & Responsibilities: • Own strategic vision and program framework all facets of post-purchase customer support. • Develop & manage to business management system around core KPIs (CSAT/OSAT, firect time resolution, aged backlog of open customer support issues, etc) • Set clear metrics and compare results with internal and external benchmarks. • Standardization of global best-practices • Post-purchase CX accountability • Management of WW customer care organization • Supplier contract negotiations, KPI adherence, and economies of scale • Customer Care journey mapping & optimization • Assess CX pain-points & work with IT/geo teams to solve them in priority order • Tools assessment and infrastructure investments (including online Chat & Chatbots as well as call & problem management platforms) • Deep understanding of best-in-class Returns, Refund & Replacement policies and operations • Works to resolve backlog • Establish & evangelize best practices across post-purchase customer touchpoints. • Oversee quality assurance process and provide technical support where appropriate. • Identify and address any data, platform or technology gaps that might hinder successful test and learn deployment. • Develops and nurtures internal and external partnerships and networks to maximize the achievement of business goals. • Cultivates an environment where associates respect and adhere to company standards of integrity and ethics. #### Position Requirements: Position Requirements: As a recognized leader in post-purchase customer support, you have • Deep, experiential knowledge of post-purchase support strategies and tactics • Demonstrated the ability to assess gaps in current performance, map strategic growth objectives, drive advocacy across teams, and implement strategy goals along a 1-3 year timeline. • Adept at guiding the team with a focus on meaningful & measurable (quantitative) performance metrics • Understanding of best-pracatices across both direct industry analogs and world-class leaders in adjacent industries. • Able to deliver against multiple simultaneous tasks with excellence • Strong verbal and written communication skills • Comfortable working in a fast-paced, fun, and entrepreneurial environment Basic Qualifications: • 5-7 years leading customer care organizations with demonstrable advancement • 3-5 years developing strategic initiatives across large organizations • Good analytical and problem-solving abilities • Process oriented • Ability to collaborate in a heavily matrixed environment Preferred Qualifications • Experience with SalesForce, Adobe Analytics, MS Dynamics, and other CRM tools • E-commerce experience with consumer electronics, FMCG, or durables • You’re part teacher, ninja, coach, and ringmaster • Have seen this space from both the agency and client perspective Why Lenovo? Lenovo is a US$50 billion Fortune Global 500 company, with 57,000 employees and operating in 180 markets around the world.  We are #1 PC company on the planet, BCG's 50 most innovative companies, and one of Interbrand’s 100 BEST global brands.  Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that create a more inclusive, trustworthy and sustainable digital society.  By designing, engineering and building the world’s most complete portfolio of smart devices and infrastructure, we are also leading an Intelligent Transformation – to create better experiences and opportunities for millions of customers around the world. Learn more about why it’s great to work at Lenovo - https://www.lenovobenefits.com/why-join-lenovo 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, status as a veteran, and basis of disability or any federal, state, or local protected class.