|部署・役職名||Operation Program Manager|
This position requires a candidate who has the ability to stay focused and keep up with our continuous and fast－paced growth – all while motivating others to meet the daily challenges of an extremely deadline－driven environment. The ideal candidate will have a strong commitment to employee development （including an emphasis on selection and retention）, as well as an exceptional level of dedication, motivation and intelligence. Strong communication skills as well as a strong technical and analytical aptitude are required.
The ideal candidate actively seeks to understand our core business values and initiatives, and translate those into everyday CS practices. They will be comfortable in a fast－paced, multi－tasked, high－energy environment and will display creative and analytical problem solving with an unrelenting passion for excellent customer service.
This position requires to manage remotely Japanese customer support provided by China Operations team. This position’s work location is Tokyo.
Solving complex customer service issues and proactively heading off negative service trends.
Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
Manages workflow, handles escalations, proactively engages resources to address issues, and effectively delegates workload across the leadership team.
Participates on business leadership meetings; develops and drives strategies and programs which improve the competitive position and profitability of the organization.
Drives creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives.
Lead and manage teams of 3－4 Group Managers and 200－360 Customer Service Associates; responsible for the overall direction and performance of the teams.
Carry out supervisory responsibilities in accordance with policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments.
Manage the career growth and development of the CS Manager team by driving focus on Leadership Principles. Plays a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model.
【歓迎（WANT）】Bilingual in Japanese/English （both at Business level in writing, speaking, listening）.
Bachelor’s Degree in a quantitative field （engineering, economics, math, statistics）
Experience building and analyzing models using various statistical tools for forecasting and optimization.
2＋ years’ experience in analysis required.
4＋ years as a people manager with excellent people management skills.
Proficient in Microsoft Excel.
Chinese（Both at business level writing and speaking, listening） is preferable.
Project Management knowledge preferred
CS Specialties experience
Analysis experience in Customer Service or Operations preferred
Operations Research or Capacity Planning experience strongly preferred.
Some programming experience is a plus to automate tools whenever appropriate.
Basic/Working knowledge of Six Sigma tools and Lean techniques preferred.
Experience utilizing SQL
Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross－functional environment.
Excellent speaking－listening－writing skills, attention to details, proactive self－starter.
Ability to work successfully in a dynamic, ambiguous environment.
Ability to meet tight deadlines and prioritize workloads.
Ability to develop new ideas and creative solutions.
Exceptional influencing and leadership skills