Consumer Goods & Retail


6-27 Customer Experience Operations Improvement Manager, Gift Cards/ カスタマーサービス改善マネージャー(ギフトカード)


7-10 million


1. Set up and test new Gift Card products in the relevant tools, and ensure a high quality of execution.
2. Identify customer pain points and quality improvements in related content on JP Gift Card Store, and work with Marketing and Product Managers to implement prioritized solutions.
3. Proactively resolve customer queries including those escalated from Customer Services or other teams in a timely and efficient way.
4. Identify and challenge any negative effects on the Customer Experience ahead of new feature launches and improvement projects.
5. Monitor customer feedback on customer reviews, customer service contacts per unit, average hold time per call, etc. and detect trends and patterns in customer queries.


1. Experience in improving process or quality in an operations role.
2. Strong analytical skills including Microsoft Excel.
3. Good understanding of metrics and financial.
4. Native level of Japanese and business level of English.