Customer Care Operations Program Manager

Position Details

Req # WD
Career area:
Supply Chain
Country/Region:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Friday, December 12, 2025
Working time:
Full-time
Additional Locations:
United States of America - North Carolina - Morrisville

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 role is the operational owner and liaison for offshore vendor management, ensuring smooth day‑to‑day performance across customer support channels while driving efficiency, financial accuracy, and continuous improvement. It combines vendor oversight, CRM administration, financial governance, and cross‑functional collaboration to maintain service quality and operational rigor.

This role is the central hub for vendor operations — balancing performance monitoring, CRM administration, financial governance, and cross‑functional alignment to ensure customer support runs efficiently and scales effectively.

• 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…