20M JPY - Country Lead - E-commerce start-up

The Country Lead - Partner Support Operations will oversee and optimize BPO vendor management and drive service quality strategies to ensure exceptional support for customers, sellers, and creators. This role involves leading a high-performing team, managing performance metrics, and collaborating with cross-functional teams to enhance operational efficiency and business performance.

Client Details

Start-up E-commerce

Description

• Team Leadership: Build and manage a team of customer service experts, operations managers, vendor relationship leads, and knowledge management specialists, ensuring they deliver outstanding support to customers, sellers, and creators.
• Strategic Service Management: Develop and lead strategies to improve service delivery across contact centers, ensuring cross-team alignment and goal execution.
• BPO Vendor Management: Oversee and guide external service providers to meet service performance standards, ensuring a consistent and exceptional experience for all stakeholders.
• Training & Development: Lead initiatives to enhance contact center training, quality, and knowledge sharing across teams, ensuring all staff are equipped for success.
• Business Performance & Analysis: Drive performance analysis, identify key opportunities for improvement through data dashboards, and collaborate with regional teams to optimize operations.
• Performance Reviews & Reporting: Regularly represent your team's performance, preparing for business reviews and identifying actionable strategies to enhance outcomes.
• Process Improvement: Lead projects focused on enhancing governance, efficiency, and organizational capabilities for long-term growth and success.
• Escalation Management: Effectively manage escalations and solve complex issues with flexibility and attention to detail.

Job Offer

Work Hours: Monday - Friday, 9 AM - 6 PM

Salary: up to 20M JPY

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Michelle Rosette on +813 6832 8698.

• Minimum 8-12 years of customer operations, BPO vendor management, and workforce optimization.
• Demonstrated leadership experience in building and managing high-performing teams, with expertise in coaching, performance management, and team development.
• Ability to foster strong relationships with senior stakeholders, leveraging data-driven insights to solve problems and enhance operational performance.
• Native-level in Japanese and Fluent in English