Customer Operations Manager

1 Month ago • 6-10 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 Japanese and English and expertise in Volume Licensing concepts, processes, and contract validation. Responsibilities include deal and contract validation, pipeline management, billing execution, credit approval management, and exceptional customer service. The ideal candidate will possess strong operational excellence skills, be data-driven, and adept at stakeholder management. The role also offers opportunities to lead and shape next-generation customer experiences.
Must have:
  • Fluency in Japanese and English
  • 6+ years in contracting & order management
  • Expertise in contract validation, pipeline management, billing
  • Strong customer service and stakeholder engagement skills
  • Data-driven decision-making
Good to have:
  • 4+ years in customer service operations
  • Experience with Microsoft licensing concepts
  • Experience supporting Microsoft Volume Licensing sales lifecycle
  • Experience with Business Value deal constructions

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 Japanese and English 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, ensuring operational excellence and a high-quality service experience. Familiarity with Japanese business practices and the ability to navigate the local business environment will be crucial for success in this role. 

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. 
  • 6+ 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 

  • 4+ 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

Sporty Group - IN Lead- Customer Success (Gurugram)

Sporty Group

Delhi, India (On-Site)
9 Months ago
Zoox - Technical Program Manager, Robot Platform

Zoox

Foster City, California, United States (On-Site)
7 Months ago
llnl - Mechanical Technologists

llnl

Livermore, California, United States (On-Site)
1 Week ago
PlayStation Global - Senior Security Analyst-Data Governance

PlayStation Global

Aliso Viejo, California, United States (On-Site)
5 Months ago
Fliff  Inc  - Operations Intern

Fliff Inc

Austin, Texas, United States (On-Site)
10 Months ago
ION - Technical Operations Engineer

ION

Woking, England, United Kingdom (On-Site)
7 Months ago
Meetelise - AI Operations Specialist - Housing

Meetelise

New York, New York, United States (On-Site)
7 Months ago
Tesla - Parts Advisor

Tesla

Bristol, England, United Kingdom (On-Site)
3 Months ago
Hawk Eye Innovations - Head of Projects - Growth Sports

Hawk Eye Innovations

Basingstoke, England, United Kingdom (Hybrid)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Third Kind Games - Experienced Programmer

Third Kind Games

Royal Leamington Spa, England, United Kingdom (On-Site)
3 Weeks ago
Google - Security Sales Specialist, Google Cloud

Google

Málaga, Andalusia, Spain (On-Site)
1 Month ago
Netflix - Manager, Retail Strategy – Grocery & Convenience Channels

Netflix

Los Angeles, California, United States (On-Site)
1 Month ago
Supercell - Senior Gameplay Programmer, Squad Busters

Supercell

Helsinki, Uusimaa, Finland (On-Site)
7 Months ago
Evolution - Data Scientist

Evolution

Warsaw, Masovian Voivodeship, Poland (Hybrid)
10 Months ago
Sega (UK) - Product Planning Associate

Sega (UK)

London, England, United Kingdom (On-Site)
3 Weeks ago
PwC - Consulting - Oracle Senior Consultant (Talent Pool)

PwC

Jakarta, Jakarta, Indonesia (On-Site)
8 Months ago
Blazesoft - KYC Analyst

Blazesoft

(Remote)
11 Months ago
The Workshop - Software Engineer - C++ (Player Experience)

The Workshop

Málaga, Andalusia, Spain (Hybrid)
1 Month ago
Scout - Engineer, Suspension Design Release (bearings)

Scout

Novi, Michigan, United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in undefined

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Operations Jobs

Saviynt - Technical Lead, Field Engineering

Saviynt

Bengaluru, Karnataka, India (Hybrid)
7 Months ago
OKX - Specialist, Operational Excellence (OpEx)

OKX

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
7 Months ago
The Walt Disney Company - Retail Supervisor, Disney Theatrical

The Walt Disney Company

London, England, United Kingdom (On-Site)
2 Months ago
ByteDance - Cloud Technical Support

ByteDance

Singapore (On-Site)
1 Month ago
Reliance Industries  - Lead Engineer D&C

Reliance Industries

Shahdol, Madhya Pradesh, India (On-Site)
6 Months ago
Hawk Eye Innovations - Match Operations Assistant

Hawk Eye Innovations

Munich, Bavaria, Germany (On-Site)
1 Month ago
ByteDance - Lark APAC Customer Success Manager Intern - 2025 Start

ByteDance

Singapore (On-Site)
7 Months ago
Nagarro - Staff Consultant, Admin Operations

Nagarro

(On-Site)
7 Months ago
The Walt Disney Company - Senior Executive Assistant II

The Walt Disney Company

San Francisco, California, United States (On-Site)
1 Month ago
Trek - Service Technician

Trek

Allen, Texas, United States (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