Senior Operations Manager (TOKYO) - Internal Job Posting

We are seeking a Senior Operations Manager to lead the strategic and day-to-day operations of multiple projects and client portfolios in our Tokyo office.

As a Senior Operations Manager, 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 spanning Small, Medium, and Large Enterprise businesses.
• Serve as the primary operational liaison, point of escalation, and trusted partner for clients.
• Ensure all service delivery parameters meet or exceed agreed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

Team Leadership, Mentorship & Accountability

• Direct, empower, and manage the Tokyo Operations Team and Operations Managers.
• Actively guide, coach, and mentor Operations Managers to foster their leadership capabilities and drive professional growth.
• Establish robust performance evaluation frameworks and champion a culture of accountability and continuous improvement.

Financial & P&L Oversight

• Own full Profit & Loss (P&L) responsibility and financial performance for assigned projects.
• Strategically identify and execute operational levers to optimize Gross Margins and fulfill profit targets.
• Drive financial hygiene across operational budgeting, resource modeling, capacity planning, cost management, and client invoicing.

Cross-Functional & Operational Excellence

• Work seamlessly with global and local internal departments to align operational delivery with broader corporate strategy.
• Demonstrate superior time management and prioritization skills to balance strategic long-term planning with daily operational demands and multi-project execution.
• Analyze operational metrics using tools such as Tableau, Power BI, and Google Sheets to generate actionable executive insights and optimize delivery workflows.

Requirements

• 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.
• High professional proficiency and excellent communication skills in both Japanese and English (spoken and written).
• Proven track record of managing P&L performance, operational budgets, and applying gross margin levers.
• Demonstrated ability to manage diverse client portfolios across SMB and Enterprise business models simultaneously.
• Strong record of leading manager-level direct reports, enforcing performance accountability, and actively mentoring operational leaders.
• Superior organizational skills with proven success in managing competing priorities and tight timelines.
• Strong interpersonal skill set with a history of successful collaboration across internal administrative and support departments.
• High proficiency with MS Office, Google Workspace, and operational/business intelligence tools (Tableau, Power BI, Advanced Google Sheets).
• Bachelor's degree in Business, Operations Management, or equivalent practical industry experience.

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)