Operation Transformation, Generative AI Utilization, and Business Process Construction Manager Candidate - Customer Management Department, Operations Supervisory Department (C&M)
On-siteTokyo, Tokyo, Japan
Job Summary
Manage customer support and back-office operations for major Rakuten services like Ichiba, Travel, and Fashion while driving business transformation through generative AI and automation. Lead teams of 5 to 20 members, including external vendors, to execute process redesign, quality improvement, and cost optimization projects based on inquiry data and voice of customer feedback. Coordinate with internal stakeholders and BPO partners to implement self-resolution tools, standardize business processes, and optimize staffing for peak fluctuations. Collaborate across departments to reduce man-hours and enhance operational efficiency, ensuring stable service delivery while adapting to a fast-paced environment.
Required Qualifications
- Experience in operational improvement within customer support or customer success domains
- Experience in business negotiation and collaboration with clients, internal departments, and external partners
- Practical experience in creating documents, data aggregation, and reporting using Microsoft Word, Excel, PowerPoint, etc.
- Ability to respond flexibly and with a sense of urgency in a fast-paced environment
- Experience as an SV or manager in call centers or contact centers
- Experience in business operations, vendor management, and client negotiation at BPO companies
- Experience in customer support, customer success, or back-office operations at operating companies
- Experience in business improvement, BPR, and project promotion
- Work experience in internet services, e-commerce, travel, entertainment, or media sectors
- Experience in multi-site operations, regional site management, or external partner management
- TOEIC Score exceeding 800 (or similar level of English ability)
- University Degree earned in an English-speaking country
Desired Qualifications
- Experience in the operation, establishment, or improvement of regional offices or multi-site organizations
- Experience in project management
- Experience in people management or leadership
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