Customer Online Experience Manager (Morrisville, NC)

Lenovo is seeking an experienced online capability product manager to join our Lenovo e-commerce group. In this role, you will be responsible for driving end-to-end improvements across the systems and processes that support our largest direct customers using Lenovo's Enterprise Pro Customer Portals. Your work will directly influence how our customers, sales and support teams engage with processes enabling customers to complete a wide variety of self-service tasks.

As the global process owner for your assigned platforms and processes, you will assess the impact of proposed changes across Lenovo's global ecosystem. You'll collaborate closely with regional and functional teams to ensure enhancements align with business goals, support user needs, and deliver consistent value across all markets. This is an ideal opportunity for someone passionate about sales enablement, customer and user experience, and scalable, business-driven improvements.

Key Responsibilities

• Optimize online customer self-service for Lenovo's largest customers and ensure related internal sales, order management, and service delivery process efficiencies. Continuously improve customer experience to increase satisfaction.
• E2E Process & functional product ownership: Become an expert in assigned customer and sales support solutions, guiding enhancements and process improvements to drive customer and Lenovo success.
• Collaborate on AI and automation initiatives: Partner with business units and IT teams to explore how AI and automation can be applied to optimize customer tasks, sales support processes, and user outcomes.
• Project manage delivery of new functionality: Analyze the end-to-end impact of proposed process or functional changes, proactively identifying risks, dependencies, and manage mitigation strategies.
• Collaborate with Lenovo's product groups (Intelligent Devices, Infrastructure Solutions and Solutions and Services Group) and with stakeholders across Sales Operations, Digital Transformation, and IT to align on strategy, plans and execution.
• Drive insights and innovation: Use customer and process stakeholder feedback to uncover pain points and deliver actionable improvements.
• Lead communication and change: Package and present improvements clearly to all stakeholders - including executives - and ensure process stakeholders understand updates and value proposition.
• Support issue resolution: As the process and functional subject matter expert, identify root causes and assist with driving resolution of issues for long-term improvement.

Basic Qualifications:

• Bachelor's degree in Business, Computer Science, Operations, Marketing, or a related field (Master's degree a plus)
• 8+ years in B2B sales, sales enablement, digital transformation, or related roles

Preferred Qualifications:

• Direct experience with CRM platforms, and e-commerce platforms
• Proven ability to analyze sales processes and data to drive meaningful improvements
• Track record of managing cross-functional initiatives and collaborating with diverse teams
• Deep understanding of B2B sales processes and the digital tools that enable them
• Demonstrated ability to take initiative, identify opportunities, and drive improvements with minimal direction
• Strong communication and stakeholder management skills - comfortable presenting to customers, sales teams and executives
• Analytical mindset with project management experience
• Customer-centric approach to process design and functional enhancement
• Curious and adaptable, thriving in an environment with many opportunities