Appealing Points:
- Lead Enterprise CX Transformation: Drive large-scale customer support and contact center transformation initiatives, assessing current operations and designing future-state operating models across voice, chat, email, social, and self-service channels.
- Shape AI-Powered Customer Experiences: Work with cutting-edge AI, automation, Agent Assist, predictive routing, sentiment analysis, and intelligent knowledge management to modernize customer support operations.
- High-Impact Consulting & Leadership Role: Advise senior leadership, lead strategic workshops, build transformation roadmaps and business cases, and collaborate with global business, technology, AI/ML, and platform teams.
Annual salary : 9 Million yen and Above.
Job Responsibilities:.
- Customer Support Assessment & Transformation:
- Conduct end-to-end assessments of existing support operations across voice, chat, email, social media, and self-service channels.
- Analyze customer journeys, support processes, SLAs, KPIs, and CX metrics to identify operational gaps, inefficiencies, and transformation opportunities.
- Benchmark current capabilities against industry best practices.
- Technology Transformation & Consulting:
- Define future-state operating models and build phased transformation roadmaps covering process optimization, technology implementation, and CX improvements.
- Recommend modern technologies—including AI, automation, and agent-assist tools—to drive digital transformation.
- Prepare business cases, ROI analyses, and define success metrics for proposed solutions.
- Business & Technical Collaboration:
- Translate complex business requirements into functional, technical, and data specifications for engineering, AI/ML, and platform teams.
- Provide domain expertise for AI-driven initiatives such as predictive routing, sentiment analysis, intelligent knowledge management, and agent assistance.
- Stakeholder Management:
- Facilitate workshops and requirement-gathering sessions to ensure alignment between business objectives and technical delivery.
- Present findings, recommendations, and transformation roadmaps to senior leadership.
- Collaborate with cross-functional teams to ensure the successful delivery of scalable, future-ready support solutions.
Job Qualifications:
- 12+ years of experience in Customer Support, Contact Center, CX Transformation, Product Management, or Technology Consulting.
- Proven track record of delivering Contact Center/Customer Support transformation programs and enterprise platform implementations.
- Hands-on experience with Contact Center platforms (e.g., Genesys, Salesforce Service Cloud, NICE, Amazon Connect, Zendesk).
- Strong understanding of omnichannel support, Customer 360, contact center operations, and core KPIs (AHT, FCR, CSAT, NPS, SLA).
- Experience in solution consulting, requirements gathering, HLD/LLD review, system integration, and Agile delivery.
- Excellent stakeholder management, communication, and problem-solving skills.
Preferred Qulifications:
- MBA or Master’s degree in Business, Technology, or a related field.
- Telecommunications industry experience in customer support transformation.
- Experience with AI-powered support, automation, Agent Assist, Knowledge Management, chatbots, and Customer 360 platforms.
- Experience integrating CRM, Knowledge Base, IVR, Digital Channels, Data Platforms, and third-party enterprise applications.
- Knowledge of cloud architectures, API integration, microservices, security, and enterprise solution architecture.
- Experience working with cross-functional global teams, vendors, and executive stakeholders.
- Relevant certifications (Salesforce, Genesys, AWS/Azure, TOGAF, PMP, Scrum/Agile, or equivalent).
Language Requirements: Business level Japanese and Business level English
About Company:
The largest eCommerce company in Japan, and the third-largest eCommerce marketplace company worldwide. The organization provides a variety of consumer and business-focused services including e-commerce, e-reading, travel, banking, securities, credit card, e-money, portal and media, online marketing, and professional sports. The company is expanding globally and currently has operations throughout Asia, Western Europe, and the Americas.
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