Japanese Service Operations Project Manager
Taipei / KKStream - Customer Service / Permanent
In KKStream’s Strategic Business Solution Center, we are driven by a single mission: On-time delivery of quality solutions that fits, creating a happy and loyal customer.We are looking for a professional Service Operations Manager to manage and ensure the smooth running of the organization’s operational services through planning & implementing operational go-to market strategies, enforcing right processes and practices, to create the best possible experiences for our customers. Successful candidates in this position are detail oriented and are effective communicators that can work collaboratively with a variety of teams and personalities.
Responsibilities: Work with business owners & project managers to plan go-to market service operations strategy and conduct smooth service transitions to ensure all operations are carried out in an appropriate and cost-effective wayMaintain a growing level of understanding about customer needs. Maximize first contact resolution for our customers through dedicated support, by understanding customer pain points & needs, and communicating effectively with customers and internal teams to provide timely response and solutions to customersAnticipates and tracks operational and tactical risks and provides strategic solutionsDevelop, implement, review & optimize operational policies & procedures, and apply best practices, to get to the right outcomes faster and ensure smooth management & collaborations with cross-teamsOn-call one week per month, to manage customer inquiries/issues whenever necessary
Requirements: Excellent communication skills in Japanese (JLPT N1 or N2, or with similar level) and English.A minimum of four (4) years of work experience in operations management (customer service or management), project/product management in SW industry, or equivalent experience.Proven work experience as Operations Manager, Customer Support Specialist, Project/Product Managers, or similar role, with knowledge of organizational effectiveness and operations management.Addressing operational concerns and issues, and oversee the development and implementation of operational issues and procedures to provide best customer experience.Ability to work and react in a fast-paced, high-pressure environment/situations, with excellent interpersonal communication and organization skills to coordinate cross-team project activities, to build consensus and relationships among customers and colleagues.Ability to work with details and time-sensitive issues. A problem solver.Knowledge and experience with G Suite Doc, Slide and Sheet required.Positive attitude with passion for learning.
Nice To Have: Experienced in cloud service. e.g. AWS, GCPITIL service operation qualifications.Experience in budgeting and forecasting.