Head of Customer Operations - Food-Delivery Service Company

勤務地 Tokyo, Japan
職種 正社員
給与 ¥5000000.00 - ¥14000000.00 per annum
専門 サプライチェーン、購買、物流,
Sub-specialization カスタマーサービス,
お問合せ Luke Palfreeman
参照 JO-2006-443029

[Company Description]
Global Food-Delivery Service Company

[Responsibilities]
As our Head of Customer Operations, you will fully responsible for our customer experience and customer service delivery, with a heavy focus on problem resolution through data analytics, delivering outstanding operations outcomes and continuous process and product improvement.

You will ideally be a lover of methodology and optimization, who is excited about the opportunity to create and experiment with processes to constantly improve operations, and is willing (and able) to guide cross-functional teams in iterating and implementing them. You should be data-driven with an analytical mindset. If you see a spreadsheet or Tableau report you know straight away the right questions to ask to get to actionable outcomes so that you can design the right solution for the right environment using directed effort of multiple independent departments, and have the diligence to push and follow through in order to deliver the desired outcomes.

  • Responsible for country NPS and perform deep dives to identify pain points and draw out actionable insights and execute upon
  • Pilot and own new initiatives that transform our support operations and improve the level of service we provide; iterating existing support functions and launching new ones that incorporate effort of cross-functional teams
  • Own outputs of regular business reviews in order to follow-up and align different stakeholders (logistics, marketing, operations, regional customer service and support functions) to improve customer experience and lower overall incidents
  • Manage and monitor consumer product roll outs and compile product feature requests, with data driven justification, that best fit the consumer needs
  • Project manage and lead customer experience initiatives within the market and report findings and progress to country MD and regional counterparts
  • Having an obsession for customer-centricity, while solving complex operational issues
  • Leading operational excellence projects driven through coordinated efforts of cross-functional teams.

[Requirements]

  • Bachelor's degree in business, marketing, finance or any science-related fields/ MBA or Master's preferred
  • Minimum of 3+ years of experience in Consulting, Investment Banking, marketing and e-commerce
  • Demonstrated experience in using data to get to outcomes
  • English Fluency and excellent communication skills
  • Ability to work in a cross-functional environment and to lead complex operational initiatives
  • Prior professional experience with optimization, processes and program/project management is required
  • Experience working in high-volume or extremely fast-paced environment is preferred
  • Strong stakeholder management skills

[Employment Type]
Full time

[Salary]
5M-14M yen
※Experiences and skills will be considered

[Location]
Tokyo


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