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Updated 2020-02-21
Activated 2020-02-17

Customer Operations Lead

  • ★★★★ Manager Level
  • Women Welcome
Company Name
Employer

Amazon Data Services Japan KK/アマゾン データ サービス ジャパン株式会社

Job Type
Amazon Data Services Japan KK/アマゾン データ サービス ジャパン株式会社
IT (Other) - Customer Support Engineer
IT (Other) - IT Help Desk
IT (Hardware/Network) - Project Manager
Industry Telecommunications/Information Services
Location Asia Japan Tokyo

Job Description This role is with our AWS Outposts team – delivering a new way for Infrastructure to be delivered to our customers. AWS Outposts brings
native AWS services, infrastructure, and operating models to virtually any data center, co-location space, or on-premises facility. Customers
can now use the same AWS APIs, tools, and infrastructure across their on-premises and the AWS cloud to deliver a truly consistent hybrid

experience. The provided AWS Outposts infrastructure is fully managed, maintained, and supported by AWS directly to deliver access to the latest AWS capabilities for our customers.

We are looking for a Customer Operations Lead who is highly autonomous, possesses a “can do” attitude, and thrives in a fast-paced work environment. The Customer Operations Lead plays a key role in providing an outstanding customer experience by facilitating the overall program management, scheduling, coordination, and supply chain leadership associated with AWS installations and servicing efforts completed onsite at Client premises. The Customer Operations Lead is responsible for developing processes and deploying strategies that ensure required material and supporting teams are at the right place at the right time, thereby enabling the achievement of defined service-
level targets (SLTs). The Customer Operations Lead continuously seeks out and implements continuous process improvement initiatives that
strengthen our end-to-end supply chain, operations, and logistics efforts by effectively engaging with internal and external partners and
customers as well as third-party servicing providers to deliver meaningful results for our clients and teams.


As a Customer Operations Lead, you will lead program management efforts associated with installations, break/fix, and retrieval activities, thereby enabling an optimized customer experience, through an unyielding focus on the following key activities:
· Serve as the program manager for all orders within the assigned region, partnering with leadership teams, Operations technicians, service support teams, and third-party partners to deliver against established service level agreements (SLAs)
· Lead all scheduling and coordination efforts, to include formalizing assignments of technicians and/or third-party technicians, coordinating travel schedules to align with customer requirements, and navigating supply/materials logistics to ensure all required materials and human capital are prepared for on-schedule servicing
· Serve as the primary point of contact for customers, maintaining accountability for coordinating on-site schedules and logistics and effectively communicating these requirements to all applicable teams and partners
· Program manage efforts related to transferring assets across state/province and/or country lines, partnering with applicable internal and external teams to minimize delays in the delivery of required materials/assets
· Partner with and/or supporting third-party contractors to enable a seamless client experience while meeting established SLTs
· Act as point of escalation for contractors, technicians, and transportation vendors; trouble-shooting issues as they arise
· Consistently foster a culture of open and effective communication, minimizing the learning curve associated with tasks and ensuring all parties and customers are aligned around expectations and next steps at all times
· Leverage data to track operational efficiencies, and develop mechanisms and processes to further enhance operations, as appropriate; Partner with leadership and SME teams to implement improvements to internal/external processes
· Drive cross-functional strategic initiatives to improve supply chain efficiency and overall cost structure
· Work cross-functionally and across Amazon teams to identify and apply best practices and continuous process improvement efforts
· Using English to conduct day-to-day business, both internally across Amazon and with external customers, as appropriate
· May participate in efforts to train and/or mentor new employees, ensuring a consistent focus on best-in-class client servicing
· May be required to work outside of standard working hours, to include nights and/or weekends (on-call rotations and/or on demand escalations) in support of client scheduling and/or time-sensitive escalations
Travel Requirement:
· Frequent travel (20%+ to both domestic and international client locations) required
Company Info The Infrastructure Operations (Data Center) Team is the backbone of AWS, supporting the rapidly growing AWS business and customers 24/7. We are committed to maintain the physical infrastructure of AWS in the areas of availability, productivity, efficiency, while ensuring the standards of safety and security.
Working Hours 8 hours working, Flexible working hours
Job
Requirements
Required:
· 4+ years working in a program management capacity required
· 2+ years of experience working in a data center operations environment
· Business/Native level Japanese and English.

Welcome:
· Degree in a technical field or 4+ years of relevant work experience in a data center operations environment
· Experience in a client-facing role, with the proven ability to manage and effectively communicate expectations to clients
· Strong interpersonal, written, and verbal communication skills, with experience communicating at all levels within an organization
· Ability to operate autonomously and manage to a schedule – excellent prioritization and time management; proven ability to think and act in a high-energy, fast-paced business environment
· Demonstrated ability to manage multiple projects - prioritization, planning and task delegation
· Lean, Six Sigma or Operational Excellence knowledge and/or proficiency
· Advanced experience with analysis tools including Microsoft Excel, SQL, and statistics software
· Warehousing, supply chain, inventory management, finance, and/or vendor management experience
· Demonstrated fluency in multiple languages applicable to the region

Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.
English Level Fluent (TOEIC 865-)
Japanese Level Fluent(JLPT Level 1 or N1)
Salary Depends on experience   
Other Salary
Description
■Social Insurance
■Commuting/Transportation Allowance (up to 50,000yen)
■Employee Discount
■No dress code
Holidays ■Five-Day Workweek
■Paid Holidays (up to 14 days in the first year)
■Sick Leave
Job Contract
Period
Full-time
Nearest Station Meguro Station
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