eService Support AI Solutions Manager

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Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 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 our StoryHub.

• AI Application Strategy and Implementation
• Lead the development of AI functionalities for eSupport, design intelligent service scenarios based on Agentic AI, and enhance user interaction efficiency and service experience.
• Collaborate with IT and related teams to formulate AI application implementation plans, ensure deep integration of AI models with business processes, and promote the implementation and optimization of AI functionalities in customer service, APOS, and other domains.
• Operation and Optimization of Overseas Service
• Oversee the full-life cycle management of eSupport, analyze customer behavior with AI data, formulate targeted operation strategies, and improve traffic, conversion rate, and customer retention rate.
• Monitor the performance of AI services on eSupport, regularly analyze service data, propose optimization suggestions, and ensure service stability and user satisfaction.
• Design of AI-Driven Service Solutions
• Tap into customer needs, design and promote customer solutions based on AI technology.
• Collaborate with the related team, use AI tools to optimize process, provide data support and strategic guidance, and achieve performance goals.
• Industry Trend Tracking and Innovation Exploration
• Pay attention to the development trends of AI technology and industry dynamics, explore scenarios of AI technology, and propose innovative solutions to maintain the competitive advantage.
• Participate in industry summits and technical exchange activities, establish professional networks in AI, and introduce cutting-edge concepts and cooperation opportunities.
  
  

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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.