|部署・役職名||Lean/Six Sigma Program Manager, Japan Customer Service|
Core responsibilities include:
Drive tactical execution of key kaizen projects and initiatives based on the Lean/SixSigma approaches aligning to a team roadmap to achieve the global or local CS visions and make significant contribution to their goals.
Review and analyze customer defect data with development of corresponding countermeasures.
Work on project selection, prioritization, scope, definition, and performance maintenance to ensure alignment with both the global and local country business strategy.
Serve as a ‘Sensei’ for Customer Service to develop the common understanding of the relevant kaizen concepts and provide coaching and support to drive a clear approach and deliver results.
Provide the right metrics to measure process quality and productivity, providing meaningful feedback to the technology and business teams. These metrics include Contact Per Unit, Average Handling Time, or customer’s Positive Response Rate.
Act as an internal resource for the principles of lean and process excellence working closely with key stakeholders within or outside the CS network including China.
Collaborate and communicate with other global colleagues on best practices, internal and external benchmarking, talent development, programs of study and knowledge sharing.
Drive continuous improvement culture change through best practice sharing, vocal advocacy, and visible hands－on leadership.
Guide operations business teams in their ability to develop and execute daily, weekly, and monthly action plan that increase quality and customer experience.
Educate managers and associates in the positive correlation between customer experience, productivity and implementation.
Gain consensus from CS key management to push change forward while keeping variation between sites to a minimum.
Mentor and develop site managers and their teams.
Provide Strategic vision for the program by identifying and prioritizing where and how we adapt and invest.
【歓迎（WANT）】Bachelor’s Degree. Technical （Math, Engineering, Computer Science） focus preferred.
5＋ years’ experience in project management and facilitation of process improvement initiatives across business operations and technology.
Adept and experienced in the use of common statistical software solutions （e.g. Minitab, JMP, etc）
3＋ years’ experience instructing executives, managers, and associates on Lean kaizen methodologies.
Experience in managing a geographically distributed team with varied skill sets.
Facilitation experience at all levels of the organization and to audiences of all sizes.
Experience successfully deploying transactional lean, manufacturing lean, variation reduction, Kaizen, and six sigma methodologies.
Strong English communication ability （reading, writing, speaking） Comfortable presenting and facilitating in English.
Advanced Intermediate to Native level Japanese.
Lean/Six Sigma Blackbelt or Master Blackbelt certification （preferably earned from a corporate sponsored internal program from a reputable company）.
Direct experience working in a customer or enterprise support services organization.
8＋ years of leadership experience in process improvement.
Experience communicating goals and strategies across multiple leadership levels of an organization.
Decisive, confident, and experience with influencing others.
Strong sense of urgency and personal commitment.
Applied knowledge of measurement, statistics and program evaluation.
Demonstrated working knowledge of LEAN/Six Sigma principles, rules, systems and tools with experience supporting improvement activity and workshops through consulting, coaching, training and facilitation as required in a highly customer centric environment.
Ability to handle changing priorities and use good judgment when working in stressful situations.
Knowledge of key business financial metrics.
Experience building balanced score cards or process dashboards.
Knowledge of business intelligence and analytics, including modern business process management （BPM） capabilities.