Director of Japan Operations

Role Definition: This is a key role to lead all Japan operations including client and media operations and business development. 

The ideal candidate will have experience in Digital Media and Localization project management, coupled with a good understanding of current and new technologies and workflows. In addition, the candidate will be highly motivated, business savvy, and able to work as the leader of operations in Japan. 

Responsibilities:  

• Oversee operations at a facility level; responsible for quality, on-time deliveries and excellent customer service 
• Manage all teams in Japan across all lines of business, motivating and leading by coaching, training, recruiting and building a world class organization 
• Responsible for building and managing all levels of client relationships across different lines of business in region 
• Establish world class customer service initiatives, ensuring the highest level of quality and communication with clients; initiating tools like the Executive summary, VIP project and flight plans as needed for client projects 
• Work with global facilities and teams to create plans for complex worldwide projects and manage the successful execution of them 
• Provide strategic solutions to any issues that may arise with clients 
• Collaborate with operational teams to build processes, make sure the workflow operates smoothly and efficiently, and enhance the client experience 
• Identify areas of opportunity to enhance clients’ experience and work closely with other department leaders to drive initiatives and to execute on those opportunities 
• Abide by security policies and protect information and assets entrusted to you 

• Work with global and in-territory operational teams to continuously improve workflows and clients’ experience on day-to-day workflows and deliveries and to mitigate risks in quality and delivery deadlines 
• Manage the quoting and billing process for client orders 
• Develop and roll out process improvements 
• Lead Corrective Action Report process upon client rejections and issues to ensure we have proper processes/procedures in place to prevent an issue from happening more than once.  
• Engage and help lead data collection, prep and presentation of client QBRs 
• Lead and coordinate global client focused teams supporting in-territory project managers off shift 
• Other duties as assigned 

Requirements

Qualifications 

• Fluent Japanese speaker with the ability to speak, read, and write fluently in both Japanese and English 
• Direct experience in localization, media industry and post-production workflows 
• Passionate about customer experience and customer service excellence  
• Possess strong leadership skill 
• Capable of understanding workflows and technology directly related to localization and media services 
• Deep sense of urgency and ability to work in a fast-paced environment 
• Outstanding attention to detail and ability to plan complex projects with urgency 
• At least 8 years demonstrated strong customer service skills 
• Demonstrated experience with building client relationships 
• Experience with large-scale project planning helpful 
• Knowledge of digital supply chain workflows and localization 
• Comfortable with computers, Microsoft Office, and using different software 

• Excellent communication skills, spelling/vocabulary and grammar 
• Solution-oriented and highly skilled in proactive problem solving for both external clients and internal staff 
• Ability to handle multiple tasks while focusing on a high amount of attention to detail 
• Able to maintain a professional, levelheaded demeanor under all circumstances 
• Bachelor’s degree 

Benefits

Equal Opportunity Employer 

We are an equal opportunity employer. Our employment decisions are made without regard to race, religion, color, gender, gender identity, disability, age, sexual orientation, national origin, marital status, citizenship, veteran, military, or any other legally protected status. 

Benefits 

• Robust pension plan 
• Global company with a diverse and inclusive environment 
• Career development 
• Collaborative, team-based structure