Customer Operations Manager

1 Month ago • 4-6 Years • Operations

Job Summary

Job Description

The Customer Operations Manager in Tokyo, Japan, provides front-line transactional support for Microsoft Field sellers and customers. This role requires fluency in English and Japanese and expertise in Volume Licensing concepts, processes, contract validation, pipeline management, credit approval, and billing management. Responsibilities include deal and contract validation, pipeline management, billing execution, credit approval management, and exceptional customer service. The ideal candidate will drive process improvements, act as a trusted advisor, and ensure adherence to Microsoft's account plan. They will manage critical deal lists, track billing status and risks, and generate reports for senior leadership. This position offers opportunities to shape next-generation experiences for internal stakeholders and end customers.
Must have:
  • Fluency in Japanese and English
  • 4+ years in contracting & order management
  • Expertise in contract validation, pipeline management, billing
  • Strong customer service and stakeholder engagement skills
  • Data-driven decision-making and process optimization
Good to have:
  • 2+ years in customer service operations
  • Experience with Microsoft licensing concepts
  • Experience supporting Microsoft Volume Licensing sales lifecycle

Job Details

Overview

Organization Summary: 

If you love the pursuit of excellence and are inspired by the challenges that come through driving innovations that impact how the world lives, works, and plays, then we invite you to learn more about Microsoft Operations - and the value we deliver across Microsoft, our partners, and our customers. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards great work. We make doing business with Microsoft easy. 

Microsoft Enterprise Direct Services, within Microsoft Business Operations, provides direct and centralized operations services for Direct Enterprise Agreement customers to transact with Microsoft. We are accountable to design and executing transactional services across the Enterprise customer lifecycle. We relentlessly pursue process efficiency, timeliness, quality, and compliance, all while providing world class Customer experience. We are looking for team members to join our team to focused on delivering an exceptional Customer experience with deep expertise in Contracting, Order Management, Billing and Supplier Management and Customer relationship experience. 

 

Position Description: 

The Customer Operations Manager based out of Japan is responsible for customer-facing licensing solutions and must be a subject matter expert within our Volume Licensing concepts and processes. The Customer Operations Manager will provide direct, front line transactional support for Microsoft Field sellers and our customers. The Customer Operations Manager is responsible for ensuring adherence with the Microsoft account plan, ensuring deliverables are executed on time and of high quality for our customers.  

The Customer Operations Manager role requires fluency in both English and Japanese to effectively support our Japan-based clients and ensure smooth communication across all transactional and customer service activities. You will be expected to interact directly with Japanese-speaking customers and internal stakeholders. 

The role will also provide fantastic opportunities to lead and shape next generation experiences for internal stakeholders and end customers. Are you ready to make an impact in this exciting and challenging role? 

Qualifications

  • Required Experience/Minimum Qualifications 

    • Fluency in Japanese, with the ability to communicate effectively with both external and internal customers/stakeholders, including writing, reading, and speaking. 
    • Japanese language certifications, such as JLPT (N2 or higher), BJT, or J.TEST, are preferred to validate language proficiency in a business context. 
    • 4+ years of work experience in contracting & order management, pipeline management, & billing execution, with a focus on financial accuracy, compliance, and risk management.  
    • Expertise in contract validation, pipeline management, credit approval, and billing management, with strong capabilities in customer service, stakeholder engagement, process optimization, and operations excellence.  
    • Proficiency in data-driven decision-making, using KPIs to monitor performance, and acting as a trusted advisor to internal and external customers. 
    • Bachelor’s degree in business, Operations, Finance or related field AND operations, program management or process management work experience 
    • OR equivalent experience. 
    • On site presence minimum 3 days/week. 

     

    Preferred Qualifications 

    • 2+ years of experience in customer service operations, managing escalations, improving service metrics, & implementing process improvements to streamline operations. 
    • Experience with similar industry Business Value deal constructions. 
    • Experience with Microsoft licensing concepts, including contracts, quotes and invoices, as well as evaluation and review of complex proposals, agreements, and amendments. 
    • Experience providing direct support for Microsoft Volume Licensing sales and support lifecycle. 

 

 

Responsibilities

Contracting and Order Management  

  • Deal and Contract Validation: Manage the validation and execution of agreements and post sales lifecycle transactions enabling accuracy in downstream financial processes followed by compliant issuance of customer contracts in accordance with Policies, Global and SOX approved deal financials. 
  • Pipeline Management: Manage critical deal lists on a monthly and quarterly basis in alignment with expectations with the Sales, Sales Excellence and key Subsidiary sales stakeholders on all critical deals for the month​​. 

Billing Management 

  • Billing Execution: ensuring accurate and compliant order and invoice approval and dispatch (standard and local) to maximize cash flow and collectability for all invoices. 
  • Credit Approval management: including orchestration of all Finance exception approvals on high value credits and execution of all credits and associated rebills. 
  • Billing status and risk management: including tracking and communicating contract billing status to key stakeholders highlighting risks with contractual requirements, customer PO coverage, customer sign offs and credit/payment status.  

Customer Service 

  • Serve as the primary point of contact for all operational customer service inquiries, concerns, and issues. 
  • Oversee the daily operations of the customer service team to ensure quality standards are met and maintained. 
  • Monitor customer service metrics and KPIs to identify areas of improvement and implement strategies to boost performance. 
  • Handle escalated customer service issues and complaints in a professional and efficient manner. 
  • Work closely with other departments to resolve customer issues and ensure a positive customer experience. 
  • Develop and implement processes and procedures to streamline the customer service operation. 
  • Stay up-to-date on industry trends and best practices to ensure the customer service team is providing the highest level of service possible. 
  • Generate reports on customer service metrics and activity for senior leader consumption and monthly business reviews. 

Operations Excellence: Optimization and Process improvement Acts as a thought leader to drive consistency in processes, capabilities, and services meeting performance expectations for consistency, accuracy, simplification, and timeliness of delivery. 

  • Trusted advisor for customers and internal clients on operational processes and capabilities, and provides efficient, scalable operational solutions across a portfolio of accounts. 

Stakeholder Management (Field, Partners, Customers)  

  • Uses voice of customer frameworks and metrics to identify trends and influences across multiple customers and internal groups. 

 

Similar Jobs

Bungie - Marathon Staff Events Systems Designer

Bungie

(Hybrid)
2 Months ago
PwC - Workforce/HR Senior Consultant

PwC

Qormi, Malta (On-Site)
7 Months ago
Next Level Business Services - AS 400 Developer

Next Level Business Services

Greensboro, North Carolina, United States (On-Site)
7 Months ago
Appier - Account Manager (HK market)

Appier

Hong Kong (On-Site)
2 Weeks ago
CrowdStrike - Incident Manager, Digital Operations Center

CrowdStrike

Pune, Maharashtra, India (On-Site)
1 Month ago
OKX - Local Operations Specialist

OKX

İstanbul, Türkiye (On-Site)
7 Months ago
Scopely - Manager - LiveOps Stumble Guys

Scopely

Barcelona, Catalonia, Spain (On-Site)
2 Months ago
Next Level Business Services - Mobility Lead

Next Level Business Services

Schenectady, New York, United States (On-Site)
7 Months ago
Keywords Studios - Product Planner Lead

Keywords Studios

United States (Remote)
1 Month ago
Tesla - Mobile Service Dispatcher / Service Advisor

Tesla

Kalsdorf Bei Graz, Styria, Austria (On-Site)
3 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Veeam Software - Inside Sales Representative with German language

Veeam Software

Bucharest, Bucharest, Romania (On-Site)
1 Month ago
Ilogos studios - Senior Unity Developer

Ilogos studios

(Remote)
5 Months ago
Snloker AI - Data Annotator - STEM

Snloker AI

United States (Remote)
1 Month ago
ION - FIX Connectivity Engineer - 4592

ION

Woking, England, United Kingdom (On-Site)
7 Months ago
Growe - Customer Support Supervisor

Growe

Colombia (On-Site)
2 Months ago
OLIVER+ - Project Manager

OLIVER+

(Remote)
1 Week ago
Lighthouse Games - Senior Level Designer

Lighthouse Games

England, United Kingdom (On-Site)
1 Month ago
Google - Recruiter, Global Business Organization and Functions (Korean, English)

Google

Seoul, South Korea (On-Site)
1 Month ago
Google - Technical Solutions Engineer, Data, Google Cloud

Google

Seoul, South Korea (On-Site)
1 Month ago
Larian Studios - Soundscape Designer

Larian Studios

Guildford, England, United Kingdom (On-Site)
7 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Tokyo, Japan

ByteDance - Procurement Manager - Japan

ByteDance

Tokyo, Japan (On-Site)
1 Month ago
Game Freak - Graphic Designer: Lighting Artist

Game Freak

Chiyoda City, Tokyo, Japan (On-Site)
2 Weeks ago
Cygames - Technical Artist

Cygames

Shibuya, Tokyo, Japan (On-Site)
1 Month ago
Cygames - Media Planner / eSports Manager / Tokyo

Cygames

Shibuya, Tokyo, Japan (On-Site)
2 Weeks ago
Mendix - Enterprise Sales Executive

Mendix

Tokyo, Japan (On-Site)
6 Months ago
Zscaler - Regional Incidents & Escalations Manager

Zscaler

Tokyo, Japan (Hybrid)
2 Weeks ago
Keywords Studios - Italian Content Moderator - Gaming

Keywords Studios

Suginami City, Tokyo, Japan (On-Site)
1 Month ago
Unity - Senior Software Development Consultant

Unity

Tokyo, Japan (On-Site)
7 Months ago
Valeo - VES Payroll Delivery Manager

Valeo

Tokyo, Japan (On-Site)
2 Months ago
FromSoftware - Character Modeler

FromSoftware

Japan (On-Site)
5 Months ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Google - Technical Program Manager, Hardware Integration

Google

Warsaw, Masovian Voivodeship, Poland (On-Site)
1 Month ago
ComeOn Group - Dutch Speaking Customer Experience Agent

ComeOn Group

St. Julian's, Malta (Hybrid)
2 Months ago
ByteDance - Senior Payroll Analyst

ByteDance

Bangkok, Bangkok, Thailand (On-Site)
1 Month ago
Sporty Group - INT Operations Director, Payments (Fraud & Risk)

Sporty Group

(Remote)
2 Months ago
Hawk Eye Innovations - Match Operations Assistant - Lisbon

Hawk Eye Innovations

Lisbon, Lisbon, Portugal (On-Site)
1 Month ago
Tesla - Senior Compliance Officer

Tesla

Brandenburg, Germany (On-Site)
3 Months ago
Next Level Business Services - SAP BW Developer

Next Level Business Services

Minneapolis, Minnesota, United States (On-Site)
7 Months ago
Aristocrat Gaming - GameOps Operator

Aristocrat Gaming

Montreal, Quebec, Canada (Hybrid)
1 Month ago
Google - Business Continuity and Resilience Manager

Google

Atlanta, Georgia, United States (On-Site)
1 Month ago
Tesla - Customer Support Supervisor

Tesla

Berlin, Berlin, Germany (On-Site)
3 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Vancouver, British Columbia, Canada (On-Site)

Mountain View, California, United States (Hybrid)

Shenzhen, Guangdong Province, China (On-Site)

Noida, Uttar Pradesh, India (On-Site)

Redmond, Washington, United States (On-Site)

Paris, Île-de-France, France (On-Site)

View All Jobs

Get notified when new jobs are added by Microsoft

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug