EMEA Services Operations Program Manager

EMEA Services Operations Program Manager

Lenovo India Private Limited
5-7 years
Not Specified

Job Description

Description and Requirements

As Services Program manager you are expected to be the liaison between Sales teams and Support teams (call center management, field, parts, logistics management), Product and Marketing teams to meet operational and financial goals, drive initiatives to lead continuous improvement actions. The program manager carries out the day-to-day management including planning and coordination of a program and its activities, ensuring implementation of policies and practices, maintaining budget, and tracking expenditures/transactions.
You will be reporting to Senior Manager, Premium Care based in the US.
Core Job Activities Include Oversight and Management Of:
  • Contact center activity & performance
  • Field service delivery and supply chain
  • Financial controls and efficiencies
  • Operational processes & cost components surrounding delivery

Position Requirements
The ideal candidate will have minimum of 5-7 years experience in:
  • Contact Center management experience or related fields (Project or Program Management)
  • Vendor Management or other services operations roles
  • Understanding of metrics in CX, Contact Center or Field Support
  • Experience with budget planning and understanding of main P&L components

Key Competencies:
  • Assist with the design and rollout of new customer facing channels and service offerings
  • Review existing service offering, improve monetization and customer value-add.
  • Assist with forecasting and budgeting for customer service and tracking the actual performance against KPIs and budget. Build partnerships with cross-functional stakeholders within Lenovo Services in EMEA and WW to achieve team's overall goals and roadmap.
  • Support large transformational initiatives along with our business partners to provide optimal experiences for users though a streamlined operational landscape and self-optimizing services
  • Prepare performance reports based on analyzed data from the customer service functions and provide recommendations and action items for improvements
  • Excellent presentation, communications and interpersonal skills and ability to effectively interact and communicate with executive teams
  • Excellent organization skills must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment.
  • Knowledge of PC technology, market trends, other vendor competition, sales strategies, and management principles.

Base gross monthly salary starts from 2,250 EUR depending on experience. Variable part (bonus) is 12% of your annual earnings

What Lenovo can offer You:
  • An open and stimulating environment within one of the mostforward-thinkingIT companies
  • Opportunities for career development & growth
  • Access to trainings for personal development
  • An international team with a high focus on Gender Diversity
  • Attractive compensation package and Performance based rewards

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.

Why Work at Lenovo Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that's brighter and more inclusive. And we go big. No, not big-huge. We're a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. The one thing that's missing Well… you...

Job Source : jobs.lenovo.com

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