Roles and Responsibilities
• Support overall contact center operations and assist the Operation Manager
• Manage outsourcing vendors with accountability for quality, cost, and performance
• Drive initiatives to improve Customer Experience (CX) and Employee Experience (EX)
• Monitor and improve key KPIs including quality, productivity, cost, and customer satisfaction
• Prepare and deliver reporting for business reviews (WBR/MBR/QBR)
• Identify operational issues through data analysis and lead improvement actions
• Lead projects such as cost optimization, process improvement, and system transformation
• Promote automation and efficiency improvements through AI solutions (e.g., chatbot, IVA)
• Drive offshore transition and optimize outsourcing delivery models
• Define and execute response strategies for customer complaints and escalation cases
• Lead cross-functional issue resolution involving Sales, Support, Repair, and Parts organizations
• Oversee high-impact cases such as refunds, defective products, and service quality issues
• Handle data privacy and compliance-related matters with appropriate judgment

Requirements
Must Have
• Minimum 5 years of experience in contact center operations
• Experience in vendor management and/or operational management
• Proven experience in KPI management and continuous improvement
• Experience in reporting and business review presentations
• Experience leading cost reduction, process change, or system implementation projects
• Experience leading complaint handling and escalation strategy with cross-functional coordination
• Experience resolving cross-functional operational issues
• Experience handling operational risk such as quality issues and customer-impacting incidents
• Experience in data privacy and compliance-related operations
• Business-level communication skills in Japanese and English
• Strong analytical, problem-solving, and presentation skills
Nice to Have
• Experience implementing AI solutions for contact centers
• Experience in offshore transition or global delivery management
• Experience in multi-channel or work-from-home contact centers
Experience in transformation or new service launch
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Typical Candidate
A data-driven professional with strong contact center experience who can independently drive KPI improvements, lead cross-functional
coordination, and take ownership of operational control and transformation initiatives.