Senior Regional Manager, Customer/ Partner Operations (Based in Yokohama)

Role overview

Regional operations and strategy

• Lead multi-site, multi-country operations and own regional service quality, efficiency, resilience, and cost-to-serve outcomes.
• Balance capacity, language coverage, channels, routing, and vendor strategy across sites.
• Translate strategy into a 12–18 month roadmap and lead proactive adjustments to demand shifts.
• Sponsor cross-site initiatives and scale tools, technologies, and operational best practices.

Improvement and leadership

• Establish experimentation standards, operational rigor, and learning across regional leaders.
• Develop standardized resilience playbooks for surge, business continuity, and knowledge governance.
• Coordinate workforce management, quality, training, analytics, product and technology, policy, and commercial partners.
• Lead through Regional Managers and Vendor Managers; evolve regional structures, language pools, and shift strategies.
• Build succession pipelines, support cross-site talent mobility, and develop future senior leaders.

What you bring

• Excellent spoken and written Japanese and business-level English.
• Extensive experience leading large-scale multisite or multinational operations and owning regional outcomes.
• Strategic thinking, operational execution, analytical capability, and an experimentation mindset.
• Ability to investigate complex issues, develop actionable plans, and work effectively with stakeholders.
• Advanced stakeholder management and influencing skills, including senior leadership exposure.
• Track record of developing leaders and building resilient organizations.

Desirable experience

• Experience managing outsourced or vendor operations at scale is desirable.
• Deep exposure to regulatory-complex or high-growth markets is desirable.

Workplace

• Hybrid work is stated in the benefits information.
• The role title says based in Yokohama, while the stored location lists Dubai; the work location is inconsistent.

Benefits

• Competitive compensation with performance-based incentives and an annual discretionary performance bonus.
• Health insurance and locally competitive benefits, travel discounts, and accommodation rates.
• Work from anywhere for up to 30 days per year and a one-time $400 USD home-office allowance.