Executive Director of Operations, Digital Commerce Organization

Lenovo•Morrisville, NC

About The Position

The Executive Director, Digital Commerce Operations (COO) is responsible for building and leading the operating engine of Lenovo’s Digital Commerce organization. This executive oversees business performance, analytics, product and category management, customer care, sales transformation, business management systems, and strategic planning to drive global growth, operational excellence, and customer outcomes. As a member of the Digital Commerce leadership team, the COO connects strategy to execution by establishing processes, insights, governance, and accountability to scale a high-performing global digital business. The role partners with commercial, product, finance, HR, and regional leaders to support data-driven decisions, align resources with priorities, and achieve business results. The COO leads global analytics and growth science; product and category management; Inside Sales transformation and global Customer Care; and the Digital Commerce Business Management System and annual planning. The role is a senior integrator across Worldwide and Geo leaders and Product, Platform, Finance, HR, and Sales teams, aligning stakeholders, removing barriers, improving organizational effectiveness, and fostering accountability, speed, continuous improvement, and fact-based decision-making.

Requirements

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.

Nice To Haves

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.
Strategic and operational leadership combining vision with disciplined execution; ability to influence across organizational boundaries, create clarity and accountability, embrace change, and simplify processes to focus teams on high-value opportunities.

Responsibilities

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.
Use data, experimentation, predictive analytics, and AI-driven insights to improve conversion, revenue growth, customer experience, and retention.
Partner with Digital Commerce leaders to ensure analytics investments support business and platform priorities.
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, aligning global strategy with local execution.
Transform 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.
Own the Digital Commerce Business Management System, including operating cadence, governance, performance reviews, and decision-making forums.
Establish accountability, performance standards, and mechanisms to identify and address performance gaps.
Lead annual planning with Finance and business leaders, translating strategic priorities into operating plans, investment decisions, and measurable outcomes.
Partner on budget management, resource allocation, productivity initiatives, and business performance.
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.