Manager of Client Operations, Japan

Manager, Client Operations

Primary Responsibilities:

• Lead and manage client operations team consisting of production managers and coordinators that support localization and media services for one or more client accounts
• Support Client Account Lead (Director or VP, Client Ops), managing parts of the account as needed
• Own the entire client experience, from professionalized onboarding to high performance day-to-day servicing (ultimately ensuring the company is delivering best-in-class quality, security, on-time delivery and overall customer satisfaction)
• Work with Account lead to evaluate/establish performance metrics, introducing improvement solutions and enhancing the customer experience

• Own the financial data accuracy and billing process for your accounts, working with all relevant teams to ensure data accuracy and timely billing
• Ensure optimum engagement with your teams’ customers as well as across all service lines and related departments
• Support Pixelogic’s vision and represent the best interests of both the customer as well as the company
• Other duties as assigned

Leadership & Management:

• Lead, manage and mentor team members to become high performing production managers and coordinators (including building, recruiting and training the team)
• Work closely with all operational departments to ensure quality, security and on-time delivery
• Engage technology and admin groups as necessary to support account servicing and solutions
• Utilize dashboards, reports and metrics to monitor production milestones and status

• Successfully manage employees that work remotely from home (WFH) or other company locations
• Help build and evolve the company and team culture

Planning:

• Successfully plan and execute complex, high security and global production schedules for features, series and related promotional materials

• Work with supervisor to proactively staff and manage resources based on forecasted revenue and company needs
• Establish and manage effective meeting schedules for clients and internal teams
• Lead capacity planning process for your customers, ensuring accuracy in rolling demand versus capacity forecasts

Continuous Improvement:

• Lead creation and/or management of documentation and training of client workflows, pricing, profiles, style guides and other requirements
• Lead and manage Corrective Action Report (CAR) process for client rejections and other issues to ensure proper processes/procedures are always in place to prevent issues from happening and especially recurring
• Create and assign Operational Initiatives (OI’s) in collaboration with technology, operational and admin teams to continuously improve workflows related to your accounts

Finance:

• Participate in revenue forecasting process for your accounts, ensuring that all revenue data is accurate on a rolling basis
• Ensure all service quotes are professionally and accurately created, presented and negotiated with clients
• Ensure pricing and service rates, including re-work and change orders, are accurately applied to all services related to your accounts
• Ensure that all services are billed accurately and timely, working in collaboration with the accounting team

Requirements

Qualifications

• Bachelor’s degree required
• 3+ years of experience in high performance leadership, management and client servicing roles
• Strong knowledge of localization and media services for features and series
• Experience in managing and motivating teams

• Demonstrated excellence with highly detailed production planning and execution
• Ability to perform under pressure and meet deadlines with changing and complex priorities

Benefits

Benefits

- Flat organization

- Insurance

- Competitive pay

- Other Perks

- Global company with a diverse and inclusive environment

- Career development

- Collaborative, team-based structure