Executive Director of Operations, Digital Commerce Organization

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The Executive Director, Digital Commerce Operations (COO) is responsible for building and leading the operating engine of Lenovo's Digital Commerce organization. This executive will oversee business performance, analytics, product and category management, customer care, sales transformation, business management systems, and strategic planning to drive growth, operational excellence, and customer outcomes globally.

As a key member of the Digital Commerce leadership team, the COO connects strategy to execution by establishing the processes, insights, governance, and accountability needed to scale a high-performing global digital business. The role serves as a critical partner to commercial, product, finance, HR, and regional leaders, ensuring decisions are data-driven, resources are aligned to priorities, and business results are achieved.

Key Responsibilities:

Global Analytics & Growth Science

- Lead global analytics, business intelligence, reporting, and growth science capabilities.
- Establish a consistent framework for measuring business performance and create a single source of truth for key metrics.
- Leverage data, experimentation, predictive analytics, and AI-driven insights to improve conversion, revenue growth, customer experience, and retention.
- Partner across Digital Commerce leadership to ensure analytics investments support business and platform priorities.

Product & Category Management

- Lead Global Product and Category Management across Digital Commerce.
- Define global standards for assortment strategy, merchandising, product presentation, and category performance.
- Use customer, market, and performance insights to improve discoverability, conversion, and revenue outcomes while ensuring alignment between global strategy and local execution.

Sales & Customer Transformation

- Lead the transformation of the Inside Sales operating model, including capabilities, technology, talent strategy, and performance management.
- Oversee the global Customer Care organization, advancing self-service, automation, AI-enabled support, and customer experience improvements.
- Strengthen the connection between customer engagement, sales effectiveness, loyalty, retention, and commercial performance.

Business Performance & Strategic Planning

- Own the Digital Commerce Business Management System (BMS), including operating cadence, governance, performance reviews, and decision-making forums.
- Establish clear accountability, performance standards, and mechanisms to identify and address performance gaps.
- Lead annual planning processes in partnership with Finance and business leaders, translating strategic priorities into operating plans, investment decisions, and measurable outcomes.
- Serve as a key operating partner on budget management, resource allocation, productivity initiatives, and business performance.

Leadership & Cross-Functional Impact

The COO will serve as a senior integrator across the Digital Commerce organization, partnering closely with Worldwide and Geo leaders, Product, Platform, Finance, HR, and Sales teams. This leader will align stakeholders around common priorities, remove barriers to execution, drive organizational effectiveness, and foster a culture of accountability, speed, continuous improvement, and fact-based decision-making.

Basic Qualifications:

- Bachelor's degree or equivalent work experience
- 10+ years of leadership experience within eCommerce, digital, technology, retail, or other highly data-driven organizations.
- Experience leading global business operations, transformation initiatives, or large-scale performance management functions.
Preferred Qualifications:
- Strong business, analytical, and financial acumen with the ability to translate insights into measurable business outcomes.
- Experience leading complex, cross-functional organizations in matrixed environments.
- Demonstrated success driving operational excellence, sales transformation, customer experience improvements, analytics, or digital business growth.
- Exceptional executive communication, stakeholder management, and change leadership capabilities.

Leadership Profile

The ideal candidate is a strategic and operational leader who combines vision with disciplined execution. They thrive in complex environments, influence across organizational boundaries, create clarity and accountability, embrace change, and continuously simplify processes to focus teams on the highest-value opportunities.

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