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.
‐ 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.
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.
【就業時間 | Working Hours】
9:00 - 18:00（Mon - Fri）
【休日休暇 | Holidays】
Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays
【待遇・福利厚生 | Services / Benefits】
Social insurance, Transportation Fee, Skillhouse Benefit
‐ IT Project Management experience managing cross-functional projects or teams.
‐ BA/BC degree or equivalent practical experience.
‐ 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.