|部署・役職名||Manager, Support Operations|
This position reports to: Senior Manager, Technical Support Operations, APJ
Lead all Support Operations functions including successful rollout of strategic initiatives in the Japan region. Support all change management activities to enable the Technical Support organization.
Act as a thought partner for local support teams （Support Delivery, Support Account Management and Escalations） in the Japan region.
Responsible for all support operations functions in Japan including training, process management, quality assurance to ensure job functions are performed in accordance with Standard Operating Procedures.
Analyze technical support data in the Japan region to understand the main issues in the region and propose, manage and execute solutions to them.
You will be responsible for managing key internal Customer Support programs and external customer－facing initiatives with the aim of improving the overall customer and employee support experience. Deliverables will include the implementation of new support projects and programs, employee communications and change management activities, and rollout of key improvement initiatives.
Represent Support Operations and interface effectively with cross－functional teams, senior－level business executives and customers to create and implement solutions to improve customer experience.
Lead programs aimed at driving resolutions to problems, change in strategic direction, optimization of operational effectiveness, communications, compliance, quality, systems rollout, education/training coordination and liaison activities between cross－functional entities.
Initiate and/or participate in strategic initiatives that impact the tactical approach to customer support as well as influencing policies, workflows and performance standards.
Assess current systems, best practices, quality, service and introduce improvements to ensure Operations stays in line with growing Business needs.
【歓迎（WANT）】Must be Bi－Lingual （Japanese and English）
BS/BA degree in computer science, engineering or related discipline
Proven work experience as a Support Operations Manager
5＋ years Operations Management experience including strategic planning, and/or management consultant.
5＋ years Support experience
Excellent verbal and written communications, facilitation, problem solving, analytical and presentation abilities.
Good stakeholder engagement skills.
Advanced organizational skills with the ability to handle multiple assignments.
Effective time management skills; with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads and deadline pressures.
Demonstrated ability to deliver results through highly ambiguous, complex cross－functional and global teams. Flexible and resilient leader with the ability to gain consensus among others and manage sensitive situations.
Active listening skills to ensure feedback drives new initiatives and identifies areas of improvement
Strong business acumen, leadership and influencing skills
Experience and knowledge of change management principles, methodologies and tools
Fast learner, out－of－the－box thinker and problem solver; innovative, thoughtful and eager to learn new things.
Strong working knowledge of MS Office applications, including Work, Excel and PowerPoint.
Ability to communicate abstract ideas clearly and independently manage complex project objectives
Strong customer orientation and a desire for achieving excellence in customer satisfaction and support service delivery
Critical thinking skills, and ability to assimilate and implement new information rapidly and think strategically
Experience working in a fast－paced, team environment