オペレーションマネージャー / Service Operations Manager **General Information** Req # WD00083474 Career area: Information Technology Country/Region: Japan State: Gunma City: Ota-shi Date: Friday, July 4, 2025 Working time: Full-time **Additional Locations** : * Japan - Gunma - Ota-shi **Why Work at Lenovo** We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via ourStoryHub (https://news.lenovo.com/) . **Description and Requirements** **雇用主：NECパーソナルコンピュータ株式会社** **勤務地：群馬県太田市** **喫煙：オフィス内禁煙** **雇用形態：正社員（試用期間：6か月）** **給与：現職給与および経験を考慮のうえ決定** **残業手当：対象外** **勤務時間：8:30～17:15（休憩時間：12:00～13:00の1時間）** **休日：土曜・日曜・祝日、年末年始、会社設立記念日、特別休暇、代休制度あり** **社会保険・福利厚生：厚生年金、健康保険、雇用保険、労災保険、確定拠出年金、財形貯蓄、Lenovo社員向け団体生命保険 等** **主な役割** **サービス組織と連携し、プログラムの統括・調整を担当し、顧客体験を提供するとともに、サービスコストの継続的改善を推進する。** **事業目標に沿ったプログラムや成果物をサポートし、OPEX目標内で望ましい顧客体験を実現する。** **主な職務内容** **プログラム戦略と企画：顧客ニーズを満たすための戦略立案と実行（データ分析・可視化、インサイト分析、プログラム管理など）。** **プロジェクト調整：複数プロジェクトを統括し、プログラム目標およびOpExコミットメントに合致させる。** **パフォーマンス管理と報告：主要指標に基づき進捗を追跡、改善点を特定し、ステークホルダーへ報告。** **ステークホルダーマネジメント：社内外関係者に対し、プログラムの状況・進捗・課題を共有。** **プロセス改善：CEC、パーツ、作業工数、物流領域における効率化施策の特定・実行（Break-fix／Non-Break-fix 含む）。** **データ分析：顧客ニーズやトレンドを把握し、データに基づく意思決定を行う。** **協働：Upsell、財務、技術、FS、WWチーム、各Towerリードと連携し、KPI達成とOpEx目標遵守を推進。** **求めるスキル・資格** **プロジェクト管理：計画・組織化・実行に優れたプロジェクトマネジメント能力。** **コミュニケーション：日本語・英語による優れた口頭・文書・対人コミュニケーション能力。** **分析力：データを分析し、傾向を把握し、意思決定に活用できる力。** **問題解決力：自律的かつ協働的に課題を特定・解決できる能力。** **顧客志向：顧客ニーズを理解し、優れた顧客サポートを提供する姿勢。** **業界知識：コンタクトセンター、製品ライフサイクル、サプライチェーン、特にPC製造業界に関する知見。** **技術知識：Lean、Six Sigma、統計分析、Power BI、Microsoft Office（Excel, PowerPoint, Project）に精通していること。** **Employer:** NEC Personal Computers, Ltd. **Work location:** Ota-shi (Gunma) **Smoking:** Not allowed in the office, **Employment condition:** Permanent Staff (Probation period: 6 months) **Expected salary:** Depending on the current salary and experience, we would make our decision **Overtime allowance:** Not applicable **Working hours:** 8:30-17:15 (Rest time: 1 hour (12:00-13:00)) **Holidays:** Saturday, Sunday, national holidays, year-end holiday, established anniversary day, special holiday, and compensatory holiday Social insurance and benefits: Comprised of Pension, Health, Unemployment and Worker's Accident Compensation, Defined-contribution pension, property accumulation savings, Lenovo employee group life insurance, etc. **Main role:** Responsible for overseeing and coordinating programs with Services Organization to deliver customer experience and continuously improving cost to service. Support programs and deliverables to align with business goals and deliver the desired customer experience within Opex goals. **Key Responsibilities:** + **Program Strategy and Planning:** Develop and implement program strategies to support customer needs, including data analysis and visualization, insights and analytics and program management activities. + **Project Coordination:** Oversee multiple projects within the program, ensuring they align with program goals and OpEx commitments. + **Performance Monitoring and Reporting:** Track program performance against key metrics, identify areas for improvement, and report on progress to stakeholders. + **Stakeholder Management:** Communicate program status, progress, and issues to various stakeholders, including internal teams and external partners. + **Process Improvement:** Identify and implement process improvements to enhance efficiency and effectiveness of CEC, Parts, Labor and Logistics tower, along with breakfix and non breakfix offerings. + **Data Analysis:** Analyze data to understand customer needs, identify trends, and make data-driven decisions. + **Collaboration:** Work collaboratively with other teams, including Upsell, Finance, Tech, FS, WW teams and Tower leads to achieve KPI and OpEx commitments. **Skills and Qualifications:** + **Project Management:** Strong project management skills with the ability to plan, organize, and execute projects effectively. + **Communication:** Excellent verbal, written, and interpersonal communication skills to effectively communicate with internal and external stakeholders in Japanese and English + **Analytical Skills:** Ability to analyze data, identify trends, and make data-driven decisions. + **Problem-Solving:** Ability to identify and solve problems effectively, both independently and collaboratively. + **Customer Focus:** Strong understanding of customer needs and a commitment to providing excellent customer support. + **Industry Knowledge:** Familiarity with Contact centre, product lifecycle, supply chain industry, particularly in PC manufacturing industry. + **Technical Knowledge:** Should have proficient hands on knowledge of Lean, Six Sigma, Statistical Analysis, Power BI, Microsoft Suite ( Excel, Powerpoint and Project). **Additional Locations** : * Japan - Gunma - Ota-shi * Japan * Japan - Gunma * Japan - Gunma - Ota-shi