Business Operations Senior Analyst / Operations Manager

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Department Description:

The CSG Support Strategy & Operations team is responsible for driving management strategies for the support organizations in Japan and Korea, addressing strategic initiatives, and supporting organizational operations. As a partner in the support team that aims for the success of both Japan & Korean customers and Salesforce, we handle the following initiatives while adapting to evolving business environment:

• Promote the introduction of new tools (Systems) and processes, including AI solutions (manage cross-organizational projects, prioritizing key projects due to limited resources).
• Collaborate with the Global Strategy & Ops team to fulfill the necessary requests for the success of Japan & Korean customers and Salesforce's business.
• Gather and visualize the information and data needed for organizational operations and strategic planning, providing appropriate advice.
• Drive decision-making on cross-organizational policies and resolve cross-organizational challenges.
• Share plans for important global initiatives and changes to global common processes and tools.
• Support the smooth operation and efficiency of business activities.
• Undertake cross-organizational tasks that enhance operational efficiency and quality across the organization, contributing to operational optimization.

Role Description (Introduction):

You will primarily be responsible for the following tasks. The nature of your responsibilities may change due to the evolving environment. Given the characteristics of Strategy & Operations, there will be many opportunities to develop undefined processes and create new ones for business improvement. Therefore, it is essential to adapt flexibly while organizing tasks amidst ambiguity and change. You will support organizational operations in aspects such as Technical Support processes, tools(Systems), AI solutions and talent acquisition. To solve various challenges within the organization, you will collaborate with leadership members and other departments to drive diverse initiatives. This will influence technological, business model, and cultural transformations, contributing to customer success.

• Drive key initiatives and projects (planning and execution).
• From the perspective of the Technical Support organizational leader, identify challenges and improvement opportunities, and proactively and continuously propose improvements.
• Develop and enhance the policies and processes necessary for organizational operations (coordinate with global and local stakeholders to create new policies and improve existing ones).
• Test new features, modifications, and Japanese localization for tools (such as phone systems, chat, portals, and case management systems (including AI solutions)) to ensure quality for the Japan team.
• Understand the impact of update projects on Japan, ensure quality of releases by collaborating appropriately with relevant departments/stakeholders, and make adjustments to content and timing as needed.
• Promote self-resolution of customer issues and obstacles using digital content and internal initiatives.
• Address cross-organizational tasks necessary for effective organizational operations.
• Gather and visualize various information necessary for decision-making in organizational operations, providing insights based on data analysis.
• Report defects and enhancement requests for various tools primarily developed by Global teams to the responsible teams and follow up until resolution.
• Identify challenges and improvement opportunities in business operations, actively and continuously proposing improvement suggestions and engaging in improvement activities.
   

Your Impact (Success):

The success in this role will be measured by;

• The improvement of business processes across the Technical Support department, the achievement of KPI targets for the technical support organization, and customer satisfaction
• The degree to which individual business goals set through V2MOM are met.

In terms of responsibilities, you will not only collaborate with Global Headquarters to deploy various initiatives within the Japan Technical Support department, but you will also leverage new tools and features in daily operations. Additionally, you will be required to promote adaptability to change by sharing timely updates on various information disseminated from headquarters.
 

Your Impact (Responsibilities):

• Accurately and swiftly understand new tools (Systems) and features as long as policies used internally, and support their implementation and operation according to processes coordinated with stakeholders.
• Disseminate various information from Global Headquarters to ensure that the Japan team can timely grasp global trends.
• Define metrics to measure progress against high-level business objectives and visualize them. Maintain an overarching view of the department's status, identify improvement opportunities, and continuously evolve by engaging relevant departments.
• Collaborate with stakeholders to address ad-hoc administration tasks and support activities as requested.
   

Minimum Qualifications (Required):

• Willingness and adaptability to actively learn and utilize new technologies, tools, and systems, as well as the ability to embrace change and respond flexibly.
• Exibits sounds business judgement, strong analytical skills, and a proven track record of taking ownership and delivering programs to support and grow a business.
• Proven track record of strong executive influence and stakeholder management, including ability to thrive and exercise judgement in a fast-moving and ambigious environment.
• Demonstrates the ability to work independently with minimal supervision, effectively managing time and prioritizing tasks to meet deadlines while maintaining high-quality standards. Proactively identifies challenges and develops solutions, showcasing initiative and self-motivation in driving successful completion.
• Project management: to be able to execute a wide-ranging overall plan through assigned, monitorable tasks, and deliver results.
• Strategic/Critical thinking: to think strategically about business challenges, and create a compelling value proposition
• Communication skills:
  • Able to think from the perspective of stakeholders and communicate appropriately based on the situation.
  • Strong presentation skills (written, verbal) are a must, as well as leadership skills
  • Native Fluency in verbal and written Japanese & English ( Able to negotiate with multinational stakeholder to resolve issues )
• Proven ability to work in a team-oriented environment, demonstrating excellent communication and interpersonal skills.
• Continuous Improvement Capability: Demonstrates a willingness to continuously improve and enhance services by seeking higher value, quality, and productivity in assigned tasks. Proactively identifies issues and improvement opportunities, develops necessary action plans, and takes initiative to implement solutions.

Preferred Qualifications (NOT Required):

• Experience or knowledge in Enterprise Technical Support or related Customer Success in post-sales operations (team management experience is a plus).
• Experience in consulting services.
• Work experience in a fast-paced environment (e.g., in a Multinational or a startup Company).
• Proficiency in Korean.

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