Program Manager (Online Care - Project & Community Management)

Job Type
Contract
Salary
580,000 JPY - 980,000 JPY per month
Japanese Level
Native
English Level
Fluent (TOEIC 990)
Start Date
ASAP
Location
Tokyo

Description

A leading global web services company is seeking a bilingual Online Care Program Manager, for the Hardware Users and Product team, to function as a Project Manager and Community Manager to drive operations and strategy to support users of hardware products.

The key to the position will be proven Project Management experience, preferably related to IT, excellent communication skills with native level Japanese and fluent English language skills.

【Responsibilities】
‐ Drive strategy and operations for supporting millions of users through scaled channels like online help centers, user-to-user forums and communities, social media, and chatbots.
‐ Work across large Consumer products.
‐ Lead cross-functional projects to help users solve issues and get the most out of products while sharing user insights with product teams to help them improve the user experience.
‐ Lead regional and global program areas for our online support channels, and own strategy and execution specifically for Japanese speaking users.
‐ Influence key stakeholders to make critical product or process changes.

【Work content】
Project Management (80%)
‐ Lead innovations in community and social programs, including piloting new channels and process innovations, and measuring/driving community health goals.
‐ Define, execute, and grow a scaled support strategy to best meet the APAC needs, especially Japanese speaking users.
‐ Support product launches, including: preparing online support strategy, ensuring operational excellence, and conducting analysis to share insights with product and support teams.

Community Management (20%)
‐ Guide vendors, power users and influencers to represent the company well through relationships, coaching, training, problem solving and process improvements.


【会社概要 | Company Details】
A leading global Web/Internet Services company. Our client prides themselves in providing a comfortable working environment for their employees. Free meals are also provided at the company cafeteria.
外資系Webサービス・インターネット関連会社です。常に社員が気持ちよく働けるオフィス環境を提供しています。社内カフェテリアも明るく、毎日食べても飽きないほど、メニューが豊富です!

【就業時間 | Working Hours】
9:00 - 18:00(Mon - Fri)

【休日休暇 | Holidays】
完全週休2日制(土日祝休み)、年末年始、年次有給休暇、その他特別休暇など
Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays

【待遇・福利厚生 | Services / Benefits】
各種社会保険完備(厚生年金保険、健康保険、労災保険、雇用保険)、通勤交通費支給等
Social insurance, Transportation Fee, Skillhouse Benefit

Required Skills

‐ IT Project Management experience managing cross-functional projects or teams.
‐ BA/BC degree or equivalent practical experience.

Preferred Skills

‐ Experience in project management, program management, consumer support operations, consumer-focused marketing, or consulting.
‐ Excellent problem solving, strategic and analytical skills, with the ability to draw insights from support data and program manage recommended actions.
‐ Demonstrated leadership skills, with the ability to manage complex projects with multiple stakeholders with proven track record of driving results.
‐ Strong knowledge of the local internet industry, cultural landscape and current marketplace and customer support trends in Japan.
‐ Experience developing and managing an online community and social support strategy, and an understanding of social media.