AI Solutions Manager, eService & Customer Excellence

Lenovo; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Job summary

Lenovo in Malaysia seeks an AI Strategy and Implementation lead to drive AI functionalities for eSupport and related services, designing intelligent service scenarios and translating AI models into business processes.

You will oversee overseas service operations, analyze AI-driven customer behavior, optimize traffic and retention, monitor AI service performance, and collaborate with teams to achieve performance goals while tracking industry trends and pursuing innovation.

Responsibilities

• Lead the development of AI functionalities for eSupport and design intelligent service scenarios to improve user interaction efficiency and service experience.
• Collaborate with IT and related teams to formulate AI implementation plans and promote AI integration across customer service, APOS, and other domains.
• Oversee full-life cycle management of eSupport, analyze AI-driven customer behavior, and formulate operation strategies to improve traffic, conversions and retention.
• Monitor AI services performance on eSupport, analyze service data, and propose optimization suggestions to ensure stability and user satisfaction.
• Design and promote AI-driven customer solutions, collaborate with related teams, and use AI tools to optimize processes and guide strategy toward goals.
• Track industry trends and explore AI scenarios, participate in summits, and build professional networks to identify cooperation opportunities.
• Keep abreast of AI technology developments and industry dynamics to continually propose innovative solutions for Lenovo's competitive advantage.

Job description

Lenovo in Malaysia seeks an AI Strategy and Implementation lead to drive AI functionalities for eSupport and related services, designing intelligent service scenarios and translating AI models into business processes.

You will oversee overseas service operations, analyze AI-driven customer behavior, optimize traffic and retention, monitor AI service performance, and collaborate with teams to achieve performance goals while tracking industry trends and pursuing innovation.