eService Support AI Solutions Manager

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

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

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 .

Description and Requirements

1. 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.

2. 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.

3. 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.

4. 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.

If you require an accommodation to complete this application, please contact [e-mail]