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Lenovo is a US$69 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.

The Customer Engagement Center Vendor Manager will be responsible for overseeing and managing relationships with Customer Engagement Center (CEC) vendors across multiple locations in the EMEA region, including Cairo. This role focuses on driving operational excellence by achieving financial, customer experience, and operational KPIs through data-driven insights and continuous improvement initiatives. The manager will lead both standard warranty and Premium Care operations while fostering collaboration with internal stakeholders to ensure seamless customer journeys. A key aspect of this position is leveraging AI-powered analytics and automation tools to enhance service delivery performance and drive digital transformation within Lenovo’s after-sales ecosystem.

Responsibilities

• Take overall responsibility for managing and maintaining relationships with CEC vendors located in Cairo as well as other locations across EMEA.
• Be accountable for achieving financial, customer experience, and operational KPIs by analyzing data to identify improvement opportunities and implementing effective action plans.
• Oversee standard warranty operations alongside Premium Care services within vendor scope.
• Monitor vendor KPIs; collaborate closely with vendors to develop corrective actions ensuring balanced KPI scorecards.
• Ensure strict adherence to Lenovo processes while maintaining full audit compliance within the Customer Engagement Center (CEC).
• Establish a robust management cadence through weekly, monthly, and quarterly business reviews with vendors.
• Support timely implementation of strategic initiatives aligned with Lenovo’s goals.
• Actively drive After Point of Sale (APOS) expansion efforts within the CEC framework.
• Foster collaboration among regional service delivery managers, technical trainers, customer care teams, spare parts logistics teams to ensure end-to-end communication excellence.
• Lead continuous process improvement initiatives aimed at standardization across all vendor-related operations.
• Understand deeply—and continuously enhance—the customer journey to deliver best-in-class experiences consistently.
• Utilize AI-powered analytics tools along with automation technologies to identify trends, reduce inefficiencies, optimize workflows, improve service delivery performance.
• Partner closely with Lenovo’s CEC Transformation team as well as Data teams to pilot innovative AI use cases; support scaling successful pilots into broader adoption across operations.
• Drive vendor readiness for AI adoption by providing training programs; integrate AI into existing processes effectively; monitor performance metrics related to AI-assisted workflows rigorously.
• Ensure ethical use of AI technologies in line with Lenovo’s digital transformation standards and data privacy requirements.
  
  

Experience Skills

• Minimum 3 years’ experience in a contact center environment with strong understanding of industry practices/systems.
• Proven leadership skills managing teams or external partners effectively.
• Strong communication skills including presentation abilities; excellent relationship management capabilities.
• Proficiency in written/spoken English Arabic required; fluency in French/German/Italian advantageous.
• Experience working in multilingual/multicultural environments preferred.
• Strong analytical skills demonstrated through data-driven decision making continuous improvement projects.
• Ability to manage critical situations independently while prioritizing tasks efficiently.
• Proficient using Corporate Desktop Software Applications such as PowerPoint/Word/Excel; familiarity with Power BI or AI dashboards is an advantage.
  
  

What We Offer

• Attractive compensation package
• An international team with a high focus on
• Diversity Inclusion
• A modern and flexible way of working to combine personal and professional life
• Flat structures and fast decision-making processes
• An open and stimulating environment within one of the most forward thinking IT companies
  
  

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.

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