Lenovo · 2 days ago
Customer Care Operations Program Manager
North Carolina, United States
Full-time
Hybrid
Mid, Senior Level
4+ years expLenovo is a global technology powerhouse focused on delivering Smarter Technology for All. The Customer Care Operations Program Manager will oversee vendor management and ensure efficient customer support operations while driving financial accuracy and continuous improvement.
ComputerConsumer ElectronicsElectronicsHardwareMobileWearables
Responsibilities
Vendor Performance Operational Management
Serve as the primary day-to-day contact for offshore vendor leadership and supervisory teams
Monitor SLA, KPI, productivity, and quality performance across all channels (phone, chat, email, back office)
Review daily/weekly reports and dashboards to identify trends, gaps, and opportunities for improvement
Oversee issue escalations and drive timely resolution of operational challenges
Microsoft Dynamics Administration Daily Operations
Manage day-to-day operational tasks within Microsoft Dynamics, including:
Reviewing and approving cases, workflows, and escalations
Monitoring queue performance and agent activity within Dynamics
Maintaining delegation and approval permissions for vendor and internal teams
Ensuring timely case management and accurate documentation within the CRM
Coordinate with IT/Systems teams on Dynamics enhancements, troubleshooting, and access management
Budget Oversight Financial Management
Manage the operational budget related to the vendor program, including monthly forecasting and variance analysis
Monitor vendor utilization, productivity, and billing accuracy to ensure alignment with contractual staffing models
Invoice Contract Governance
Review, validate, and approve monthly vendor invoices against actual volumes, staffing levels, and SLA compliance
Reconcile discrepancies and work directly with the vendor and internal finance teams to resolve billing issues
Maintain documentation for audits, compliance checks, and contract obligations
Track contract changes, rate adjustments, and additional Statements of Work (SOWs)
Workforce Capacity Planning
Partner with Workforce Management to ensure the vendor’s capacity, schedules, and staffing align with forecasted demand
Oversee hiring readiness, ramp timelines, attrition, and skill availability at the offshore site
Validate BCP (Business Continuity Plans) for offshore operations
Training, Quality, Customer Experience Support
Collaborate with Training and QA teams on curriculum updates, calibrations, and quality review sessions
Ensure knowledge bases, SOPs, and workflows are current and consistently followed by the vendor
Use customer insights and quality trends to identify and implement improvements
Process Improvement Optimization
Identify operational bottlenecks or inefficiencies across workflows and vendor processes
Lead initiatives that improve service quality, reduce cost-to-serve, and enhance customer experience
Support automation, AI-assisted tools, and workflow optimization in Microsoft Dynamics and across the vendor operation
Governance Communication
Participate in weekly business reviews, and monthly/quarterly vendor performance reviews
Maintain documentation related to governance operations, escalation protocols, and playbooks
Provide regular leadership updates on performance, risks, financial status, and improvement initiatives
Cross-Functional Collaboration
Work closely with internal Lenovo stakeholders such as CX, IT, Product, WFM, Finance, Procurement, Legal, and Compliance
Support new product/service launches and ensure vendor readiness
Partner with Finance on quarterly budgeting and annual operating plans
Qualification
Required
4-7+ years of experience in contact center operations or vendor/BPO management
Bachelor's degree in business, Operations, Finance, or related field
Preferred
Conceptual thinking, problem-solving at all levels, ability to formulate a plan with the desire to drive that plan through to completion
Experience supporting global, multilingual, and multichannel customer support operations
Strong teaming, leadership, ownership, and communication skills required, able to develop relationships quickly, lead with persistence and ability to influence others
Experience partnering vendor on budget vs. actual headcount, forecast models, and forecasting accuracy metrics
Proven history of driving vendor accountability for SLA attainment, staffing accuracy, shrinkage management, and intraday execution
Hands-on experience with Microsoft Dynamics, including workflows, approvals, and case and request management
Strong ability to create alignment between internal operations, vendor operations, and executive leadership
Familiarity with SOW terms related to Customer Care: SLA definitions, support tiers, adherence %, occupancy targets, billing rules, and incentives/penalties
Strong understanding of contact center metrics, quality frameworks, and operational analytics
Experience managing invoices, budgets, and financial workflows
Willingness to work flexible, non-traditional working hours to accommodate global communications as needed by the business
Excellent communication, vendor management, and relationship-building skills
Strong analytical and problem-solving abilities with proficiency in Excel, reporting tools, and CRM dashboards
Ability to travel to offshore sites as needed
Company
Lenovo
Lenovo Group is a computer technology company that manufactures personal computers, smartphones, televisions, and wearable devices.
10001+ employees
H1B Sponsorship
Lenovo has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (76)
2024 (52)
2023 (75)
2022 (82)
2021 (58)
2020 (67)
Funding
Current Stage
Public CompanyTotal Funding
$3.35BKey Investors
Alat
2025-01-08Post Ipo Debt· $2B
2024-04-01Post Ipo Debt· $500M
2017-10-03Post Ipo Equity· $500M
Leadership Team
Yang Yuanqing
Chairman & CEO
Greg Huff
CTO, CSO, and SVP of Development, Quality, and Customer Care, Infrastructure Solutions Group
Recent News
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2026-01-02
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