Director, Digital Media Customer Care, Japan & APAC
The Challenge
Based in Tokyo, you will lead the Service Delivery organization for the Digital Media business unit with a focus on redefining delivery in a SaaS environment. You will play a vital role in defining organizational structure, optimization of processes with an emphasis on best practices tailored to the APAC market. To be successful, you will be operationally strong, metrics oriented, have a strategic mindset and have a laser focus on customer success.
You should have a proven track record and passion for formulating and implementing strategies to deliver high quality service to enable user success. You will be the customer advocate inside the organization with an eye for current and downstream effects of changes. You will inherently have a passion for efficiency and the tools, which enable that efficiency. You will be a data-driven customer focused decision maker who understands membership lifecycle nurturing.
What you'll do
- Lead, develop, and grow a globally dispersed team of service delivery professionals (vendor and in-house) across consumer segments.
- Responsible for the delivery performed by approximately 70 people both direct and vendors
- Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
- Develop geo specific strategies and operational plans to enact programs, which enable customer success.
- Create and monitor business and process metrics to measure and manage customer service effectiveness.
- Manage performance of support vendors and agent performance auditing.
- Work in partnership with the sales leaders in the geos to manage customer relationships.
What you need to succeed
- Experience leading a APAC 24/7 team with exposure to consumer and enterprise segments in customer care or logistics
- Deep knowledge of services operations including benchmark measures for success
- Ability to lead by influence and work effectively in highly matrixed organizations
- Ability to think strategically, as well as tactically, and to exercise sound judgment in priority/goal setting
- Strong knowledge and experience with industry best practice multi-channel contact center tools (CRM, CTI, Knowledge Management) and processes
- Proven ability leading and building high-performing teams focused on continual improvement, process development, communication and knowledge sharing
- Ability to develop and mentor a customer service organization that can empathize with customers and convey confidence
- Experience in a large technology multi-national company is preferred
