|部署・役職名||Operations Manager, Customer Service|
Our Business is one of our fastest growing new initiatives, providing business customers with the pricing, selection and convenience of the company, with features and benefits designed for businesses of all sizes. We are obsessed with our customers and in Customer Service, we make their experience delightful. We identify and drive business centric solutions by solving complex technical problems with ingenuity and simplicity, always seeking automation. With our drive to reinvent on behalf of business customers, we are focused on building our Business into the largest and most innovative Business－to－Business （B2B） marketplace in the world. We’re making history and the good news is that we’ve only just begun.
Operations Manager role will be a part of our Business Customer Service Operations Management Office. We are a global team supporting multiple regions and sites while still having loads of fun！ In CS, our vision is ”We revolutionize support so customers can focus on their businesses”. For that, we want our CS Operations to continually improve customer experience and optimize costs. We want scalable models to support the day to day operations of our fast growing organization. Your mission: make it happen！
The successful candidate is expected to have passion for improving the customer experience when customers contact CS for their query resolution. You will advocate on behalf of the customer and built operations management strategies that support our goals and vision. Passionate and enthusiastic with strong leadership skills. Someone who builds partnerships and influences in a cross－functional environment with a cutting－edge vision. Capable of identifying opportunities and influence organizations to gain support and overcome resistance with data and persuasion. Someone who is a problem solver with the ability to communicate expectations and requirements equally well with business and technology teams, and write well－reasoned and data－driven proposals, performing your own data analysis as needed. Defining and implementing long term business strategies and the ability to think outside of the box to solve complex problems are key to success.
The life of an Operations Manager, CS includes, （but is not limited to）:
・Own the execution of CS roadmap and operations plan
・Own operational performance and all metrics/KPIs for Business customer service with other organizations within the Corporate
・Lead regional weekly business reviews for the Business CS
・Represent in regional and global reviews within customer service and cross functional teams
・Advocate on behalf of the Customer during all business engagements to ensure a consistent and valuable experience.
・Drive people, process, and technology initiatives to optimize the Customer Support experience end－to－end.
・Use business analytics and intelligence to provide insight to all relevant stakeholders to create and drive change to improve the Customer experience.
・Identify opportunities to develop and drive solutions to enable automated tools and applications for Customer self－service related to Help and Information.
【必須（MUST）】・5＋ years’ experience leading large operations teams in a customer service environment or similar environment
・5＋ years of leadership experience
・5＋ years of experience with the Microsoft Package （especially Excel and Word）
【歓迎（WANT）】・5＋ years’ experience leading large operations teams
・5＋ years of program management experience
・10＋ years of leadership experience
・Knowledge of SQL
・Proficient in English business communication （verbal and written）
・Excited about working in a diverse group and contributing to an inclusive culture
|アピールポイント||従業員数1000人以上 シェアトップクラス 2年連続売り上げ10％以上UP 年間休日120日以上 自社サービス・製品あり 外資系企業 女性管理職実績あり 20代管理職実績あり 上場企業 産休・育休取得実績あり ストックオプション制度あり 社内公用語が英語 教育・研修制度充実|