Back to search

14M JPY - BPO Manager - E-commerce Start up

Japan 外資系企業 ¥10,800,000 - ¥14,000,000 per year Foreign Multinational View Job Description
Lead and optimize BPO partner operations for a global e-commerce platform, ensuring high-quality support and continuous process improvements. Oversee vendor performance, KPI management, and service enhancements to drive operational excellence and partner satisfaction.
  • Lead global BPO operations in a fast-growing e-commerce environment.
  • Drive process improvements and impact partner support at scale.

About Our Client

Start-up E-commerce Business in Japan.

Job Description

  • Manage and oversee BPO vendors to ensure consistent and high-quality service delivery.
  • Identify performance gaps and inefficiencies in outsourced support operations.
  • Collaborate with BPO partners to develop and implement improvement strategies.
  • Monitor and track KPIs and SLAs, ensuring all targets are met or exceeded.
  • Maintain and update process documentation, training materials, and performance guidelines.
  • Provide regular performance insights and data-driven feedback to vendors.
  • Act as a point of escalation for complex partner issues, ensuring timely resolution.
  • Work closely with quality assurance, training, and operations teams to enhance vendor capabilities.
  • Lead training initiatives to ensure BPO teams remain up-to-date on policies and platform updates.
  • Support technical issue escalations and coordinate with internal teams for troubleshooting.
  • Assist with strategic projects and ad-hoc initiatives to drive operational success.

The Successful Applicant

  • Minimum 5 years of BPO vendor management and outsourced service operations.
  • Experience overseeing customer support or partner service teams in a global setting.
  • Deep understanding of contact center KPIs, performance management, and workforce optimization.
  • Exceptional communication and stakeholder management skills.
  • Native-level in Japanese, open to N1, Fluent in English
  • Amenable to work onsite 5x per week



Preferred Qualifications:

  • Experience working with e-commerce or marketplace platforms.
  • Ability to collaborate across departments and influence key stakeholders.
  • Certification or experience in process improvement methodologies (e.g., Six Sigma, COPC) is a plus.



What's on Offer

Work Schedule: Monday - Friday, 9 AM - 6 PM

Compensation: Up to 14M JPY annually

Perks & Benefits: Health coverage, insurance, retirement plans, commuting allowance, and progressive leave policy (starting at 12 days, increasing up to 20 days).

Contact
Michelle Rosette
Quote job ref
JN-022025-6679967
Phone number
+813 6832 8698

Job summary

Function
Customer Service
Specialisation
Call Center Manager / Director
Specialisation
Business Services
Location
Japan
Job Type
Permanent
Consultant name
Michelle Rosette
Consultant phone
+813 6832 8698
Job Reference
JN-022025-6679967
Company Type
Foreign Multinational

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.