Deskripsi Pekerjaan
Lenovo is a global technology powerhouse, and we are seeking a visionary and results-driven eService Support AI Solutions Manager to join our dynamic team in Bangsar South, Kuala Lumpur. This is a unique opportunity to lead the integration of cutting-edge artificial intelligence into our customer service ecosystem, directly enhancing the experience for millions of users worldwide in real-time.
As the eService Support AI Solutions Manager, you will be at the forefront of transforming Lenovo's digital support landscape. You will drive the end-to-end strategy, development, and deployment of AI-powered tools and platforms. This includes architecting sophisticated chatbots, intelligent ticketing systems, and predictive analytics models specifically tailored for our global customer support framework. Your data-driven insights will directly shape how Lenovo leverages technology to deliver smarter, faster, and more personalized service.
In this critical role, you will bridge the gap between technical innovation and practical customer support operations. You will collaborate closely with cross-functional teams including product managers, software engineers, data scientists, and regional support leaders to define the product roadmap, prioritize features, and deliver measurable business outcomes such as increased CSAT and reduced operational costs. You will stay ahead of the curve in the rapidly evolving AI landscape, identifying new opportunities to automate processes and empower our support agents.
At Lenovo, we believe in smarter technology that powers a better world. If you are passionate about AI, digital transformation, and creating seamless customer journeys, this is your chance to make a significant impact in a leading global organization. We offer a competitive compensation package including a base salary of RM 7,500 to RM 11,000 per month, alongside excellent benefits and career growth opportunities.
Tanggung Jawab
- Define and execute the strategic roadmap for AI-driven eService support solutions across Lenovo's global markets.
- Lead the design, implementation, and optimization of AI chatbots and virtual assistants to enhance first-contact resolution and customer satisfaction.
- Analyze customer support data and interactions to identify opportunities for AI automation and process improvement.
- Collaborate with engineering and data science teams to develop, test, and deploy machine learning models for ticket classification, sentiment analysis, and predictive routing.
- Monitor key performance indicators (KPIs) such as CSAT, NPS, Average Handling Time (AHT), and AI containment rates to measure success and drive continuous improvement.
- Manage vendor relationships and evaluate third-party AI solutions to ensure best-in-class technology integration.
- Champion a data-driven culture by preparing insightful reports and presentations for senior leadership on the impact of AI initiatives.
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field. Master's degree preferred.
- Minimum 5-7 years of experience in product management, technical program management, or solutions architecture focused on customer support or AI.
- Proven track record of delivering AI-powered customer service solutions (e.g., chatbots, NLP, machine learning) in a global organization.
- Strong understanding of eService platforms (e.g., Salesforce Service Cloud, Zendesk, ServiceNow) and their AI capabilities.
- Excellent analytical and problem-solving skills with a data-driven approach to decision making.
- Outstanding communication and stakeholder management skills, with the ability to translate complex technical concepts to non-technical audiences.
- Experience working in an Agile/Scrum development environment is highly desirable.
- Fluency in English is required; proficiency in additional Asian languages is a plus.