Program Manager, Repair Experience (Japanese)

2 Days ago • 5-10 Years • Operations

About the job

Job Description

This Program Manager, Repair Experience role at Google in Tokyo, Japan is crucial for ensuring a seamless and positive after-sales customer experience. You will drive Google's consumer hardware service operations in Japan, aligning them with global strategy. Key responsibilities include improving customer experience for product returns and repairs, managing relationships with local service vendors (negotiations, performance monitoring, launching new capabilities), and managing telecom customer accounts (performance reviews, handling requests, resolving issues). Data analysis to identify and implement improvements to customer satisfaction and operations is also critical. The ideal candidate possesses fluent Japanese communication skills and significant experience in consumer electronics service operations.
Must have:
  • 5+ years in consumer electronics service operations
  • Fluent Japanese communication
  • Cross-functional project management experience
  • Drive operational excellence and support
  • Manage vendor relationships and negotiations
  • Improve customer repair experience
Good to have:
  • 10+ years in consumer electronics service operations
  • Experience managing cross-team projects

Minimum qualifications:

  • Bachelor's degree or equivalent practical experience.
  • 5 years of experience in service operations within the consumer electronics industry.
  • Ability to communicate in Japanese fluently to interact with local partners and stakeholders.

Preferred qualifications:

  • 10 years of experience in service operations within the consumer electronics industry.
  • 5 years of experience managing cross-functional or cross-team projects.

About the job

In this role, you will play an essential part in ensuring a seamless and positive after sales experience for our customers. You will work with local service vendors, telecom providers and collaborate with teams across Google to drive operational excellence and deliver support.

Responsibilities

  • Drive Google's consumer hardware service operations in Japan, aligning it with our global strategy.
  • Improve the customer experience for product returns and repairs, ensuring efficient and timely service.
  • Lead relationships with local service vendors, including agreement negotiations, performance monitoring, and the launch of new operational capabilities.
  • Assist with day-to-day account management of our telecom customers, including performance reviews, handling new requests, and resolving issues.
  • Analyze performance data to identify areas for improvement and implement strategies to improve customer satisfaction and enhance operations.
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About The Company

A problem isn't truly solved until it's solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.

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