Customer Services Operations Manager

TL;DR

Customer Services Operations Manager: Delivering excellent customer experience and driving operational excellence across the Japanese market and global CS network with an accent on performance improvements and championing the voice of the customer. Focus on managing relationships with in-house teams and third-party suppliers, ensuring performance, quality, and efficiency are consistently achieved.

Location: Japan - Tokyo

Company

hirify.global streams more hours of live sports than any other company anywhere in the world.

What you will do

• Champion the voice of the customer across the business to influence product and process improvements.
• Identify ways to reduce customer contact rates and lead the implementation of solutions that enhance customer experience.
• Drive CS performance across in-house teams and suppliers to consistently meet KPIs and SLAs.
• Provide actionable insights through data analysis and reporting to inform strategic decisions.
• Build and maintain strong relationships with key operational leads to ensure service excellence.

Requirements

• Fluency in Japanese and English, both written and spoken
• Experience managing stakeholders and influencing senior decision-makers.
• Experience managing Customer Service operations, ideally across multiple countries.
• Strong analytical skills and a problem-solving mindset.

Nice to have

• A clear and concise communicator who can inspire confidence.
• Adaptable and comfortable working in a fast-paced, 24/7 environment.
• Passionate about global sports.

Culture & Benefits

• Social security included (Health care insurance, Employee pension scheme, Employment insurance, Labour personal accident insurance).
• Annual Health Exams.
• Annual paid leave of 15 days.
• Benefit One – employee benefit package.
• Company doctor (monthly inspection of office as well as stress check).
• Free subscription on hirify.global.