Operations Area Manager (JP)
On-siteChiba, Chiba, Japan
Job Summary
Manage operations for QVC International's contact center, overseeing phone, chat, and email support teams while directing outsourced partner vendors. Optimize business processes, enhance service quality, and lead talent development to drive customer satisfaction and operational efficiency. Execute data-driven initiatives for process improvement and project management, including system implementations and cost optimization. Collaborate with internal and external stakeholders to align departmental strategies with organizational goals. This hybrid role requires two days at the Makuhari headquarters and leverages Fortune 500 status across six retail brands.
Required Qualifications
- Contact center or customer support organization management experience
- Digital customer service (Web, App, SNS, etc.) domain experience
- CX (Customer Experience) improvement initiative planning and promotion experience
- Outsource management (contract vendor management) practical experience
- Talent development and organizational management experience as a manager (5+ years)
- Experience extracting issues and promoting improvements through data analysis or business analysis
- Experience in business improvement, problem-solving capability, and formulation and execution of improvement measures
- Project management experience (scale not specified)
- Budget management and cost management experience
- Ability to read English documents and no resistance to English environments (AI tools or translation tools usage acceptable)
- Willingness to be in an English environment
Desired Qualifications
- Experience using AI tools for business improvement or data analysis
- Experience with system introduction, refresh, and operational improvement in the contact center domain
- Business-level English conversation ability
- Collaboration experience with global teams
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