Customer Service Partner Operations Manager, Mandarin Speaking (Tokyo Based)

📋 Description

• Accountable and responsible for the holistic performance of a partner or service or language
• Set up for success your partner/service to deliver exceptional quality support to our community
• Prioritise high impact focus areas with your partner/service in line with the company strategy
• Actively work with core internal functions such as Quality, Workforce planning, Training to
• Act as a single point of contact, representing your partner/service across Delivery and CS
• Present & report up on performance & progress to leadership across Delivery and CS

🎯 Requirements

• A minimum of 8 years of progressive experience in a customer service or an operations role with 5+
• Demonstrable experience in driving improved performance as a partner/Regional Operations manager
• Experience in the deployment of resources to manage real-time crisis situations, including managing
• Experience in data analysis and reporting to identify performance trends, as well as developing and
• Demonstrable experience translating big picture goals and strategy into implementable and concrete
• Ability to work weekend days and on-call required