Sr Manager, User Operations

Lenovo
United States, North Carolina, Morrisville
Jul 08, 2025
General Information Req # WD00085242 Career area: Marketing Country/Region: United States of America State: North Carolina City: Morrisville Date: Tuesday, July 8, 2025 Working time: Full-time Additional Locations: * United States of America - North Carolina - Morrisville 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$57 billion revenue global technology powerhouse, ranked #248 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. Description and Requirements About the Position AI Ecosystem is a new, centralized AI organization designed to deliver a unified AI solution that seamlessly spans Lenovo Intelligent Devices Group devices and segments. We are a diverse, nimble, fast paced team motivated with entrepreneurial spirit. Our talented product and development teams are infused with a deep understanding of the user, work collaboratively and are empowered to move aggressively to create a new era of experiences that seamlessly span a user's wearables, smartphone, tablet, laptop and cloud services. The Sr Manager, User Operations will be responsible for ensuring exceptional user engagement, satisfaction, and operational excellence across all touchpoints of our AI-driven products. This role will oversee daily user operations to drive continuous improvement. The Director will work cross-functionally with product, engineering, and operations teams across the broader organization to optimize the end-to-end user journey, ensuring reliability, responsiveness, and a high-quality experience at every stage. Key Responsibilities * Develop and execute strategies to maximize user engagement, adoption, and satisfaction, ensuring that user needs and feedback are central to operational decisions. * Oversee all aspects of user operations, including support, issue response, and reliability to ensure the product is always available, high-performing, and user-friendly. * Utilize analytics and user feedback to identify trends, measure engagement, and drive iterative enhancements to both user support processes and the product experience. * Partner with product pods, engineering, and device teams to ensure seamless integration of user operations with product development. * Continuously refine operational processes to improve efficiency, scalability, and user satisfaction, implementing best practices and innovative solutions for support and engagement. * Present insights, user trends, and improvement plans to executive leadership and cross-functional teams, advocating for initiatives that enhance the user experience. Basic Qualifications * Bachelor's or Master's degree in Computer Science, Business, Operations or a related field. * 8+ years of experience in user operations or customer experience in technology or software organizations. Qualifications * Strong analytical skills, with experience leveraging data to inform strategy and process improvements. * Experience collaborating with product, engineering, and hardware teams in agile, pod-based organizations. * Deep understanding of customer operations, self-service technologies, and user engagement strategies. * Excellent communication, stakeholder management, and change management leadership skills. * Experience with AI-powered support tools, knowledge management systems, and user analytics platforms is highly desirable. Lenovo's various benefits can be found on www.lenovobenefits.com. In compliance with Colorado's EPEWA, the expected application deadline for this position is September 2, 2025. This applies to both external and internal candidates. 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. Additional Locations: * United States of America - North Carolina - Morrisville * United States of America * United States of America - North Carolina * United States of America - North Carolina - Morrisville