New

Operations Associate

Lenovo
United States, North Carolina, Morrisville
Jun 10, 2026
General Information Req # WD00099685 Career area: Information Technology Country/Region: United States of America State: North Carolina City: Morrisville Date: Monday, June 8, 2026 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$83 billion revenue global technology powerhouse, ranked #196 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 As an Operations Associate, you will play a key role in supporting the Operations Manager in overseeing Contact Center performance. This role is designed for individuals looking to build a career in Service Operations. You will own the core elements of performance tracking-specifically data compilation, documentation maintenance, and reporting-to help drive superior customer satisfaction across a Global team. This role is based in Morrisville, NC and operated on a hybrid schedule (3 days in office, 2 remote). Key Responsibilities: 1. Data Collection & Reporting Support Data Compilation: Capture and consolidate support data from multiple sources (CRM and CSAT tools) for regional analysis. Metric Monitoring: Track and monitor key operational metrics, including Service Level, Abandon Rate, First Case Resolution, and Customer Satisfaction (CSAT) scores. Reporting Assistance: Prepare the raw data and charts required for weekly, monthly, and quarterly operational review decks. Performance Summaries: Create summary presentations that highlight performance trends and potential areas for improvement. 2. Documentation & Process Maintenance Process Updates: Own and maintain the central repository by ensuring all Standard Operating Procedures (SOPs) and business processes are updated and accessible. Audit Support: Identify gaps in process documentation and working with the team to ensure all records are accurate and standardized. Knowledge Management: Work closely with the Knowledge Management and Training teams to ensure process changes are reflected in agent education materials. 3. Operational Coordination Cross-functional Support: Act as a point of coordination between the Operations team and the Tech, Training, and Knowledge Management departments. Workflow Tracking: Monitor and analyze workflow success rates and identifying "customer fallout" points to help the Manager implement automation or efficiency initiatives. Qualifications: Bachelor's degree in Business, IT, Data Analytics, or related field 0-2 years of experience in operations, data, or customer support Strong Excel and PowerPoint skills with ability to analyze and present data Familiarity with CRM tools and operational metrics (e.g., SL, CSAT) is a plus Self-starter with strong communication skills, attention to detail, and ability to thrive in a fast-paced, cross-functional environment Applicants must be authorized to work in the U.S. for any employer. We are unable to sponsor work visas for this position. 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