Description
As a Senior Operations Manager, you will lead the strategic and day-to-day operations of multiple projects and client portfolios ranging from Small-to-Medium Businesses (SMBs) to Large Scale Enterprises.
You will lead the Tokyo Operations Team, driving high performance across client satisfaction, staffing efficiency, team development, cross-functional collaboration, and operational excellence.
Key Responsibilities:
- Client & Portfolio Leadership: Manage multiple concurrent projects and client accounts, serve as primary operational liaison, and ensure contract & SLA compliance.
- Team Leadership, Mentorship & Accountability: Direct, empower, and manage the Tokyo Operations Team, establish clear performance metrics, and hold them accountable.
- Financial & P&L Oversight: Own full Profit & Loss (P&L) responsibility, strategically identify and execute operational levers to optimize Gross Margins, and fulfill profit targets.
- Cross-Functional & Operational Excellence: Work seamlessly with global and local internal departments, demonstrate superior time management and prioritization skills, and analyze operational metrics.
Requirements:
- Operational Experience: Minimum of 3–5+ years of leadership experience as an Operations Manager or Senior Operations Manager in a fast-paced BPO, Customer Support, or Player Engagement environment.
- Bilingual Fluency: High professional proficiency and excellent communication skills in both Japanese and English.
- Financial Acumen: Proven track record of managing P&L performance, operational budgets, and applying gross margin levers.
- Multi-Account Capabilities: Demonstrated ability to manage diverse client portfolios across SMB and Enterprise business models simultaneously.
- Leadership & Mentorship: Strong record of leading manager-level direct reports, enforcing performance accountability, and actively mentoring operational leaders.
Benefits:
- Social insurance (Health insurance, Pension, Unemployment, Worker’s accident compensation)
- Annual Leave
- Congratulation or Condolence leave
- Special Leave
- Employee Referral Program
- Numerous internal social events
- Casual dress and hairstyle
- No smoking in workspace (designated smoking room available)
- Employee Assistance Program (professional consultation/mental health support program)
- Relo Club Program (employee benefit program)
- Commuting Allowance (up to 30,000 yen per month, based on the number of days spent in the office)
- Telecommuting Allowance (Based on company regulations)