Operations Manager - Customer Success

Salesforce Salesforce · Enterprise · Tokyo, Japan

Salesforce is seeking an Operations Manager for Customer Success in Japan. This role focuses on managing and improving operational processes to drive customer satisfaction, usage, and retention. The manager will lead strategic initiatives, projects, and change management efforts, collaborating with global teams to optimize customer success operations. Key responsibilities include program and project management, process improvement, performance monitoring, and cross-functional collaboration. The role requires strong leadership, management experience, excellent communication skills in Japanese and English, and a deep understanding of business operations.

What you'd actually do

  1. Program Management: Develop and execute business strategies aligned with company and organizational goals. Support organizational impact of programs with data, and manage and execute improvement cycles.
  2. Project Management: Lead service/operations enhancement projects as PM/PMO (including global initiatives).
  3. Change Management: Lead transformation through various programs and projects in collaboration with stakeholders from each department, and ensure early adoption of new ways of working by the delivery team.
  4. Process Improvement & Operational Efficiency: Identify opportunities for business improvement, plan and execute improvement plans for operational optimization without being bound by existing ways of working.
  5. Performance Monitoring and Analysis: Track key performance indicators (KPIs), analyze operational data, and set problem statements from insights.

Skills

Required

  • Strong leadership and management skills
  • Project or program management experience (3+ years)
  • Excellent communication skills
  • Native level Japanese, Business level English
  • Deep knowledge of business operations
  • Strategic thinking and problem-solving skills
  • Experience with IT system implementation

Nice to have

  • Experience managing Salesforce implementation or DX projects
  • Experience in customer success support or technical support based on Salesforce products
  • Experience actively adopting AI for operational improvement
  • Project Management / Change Management certifications

What the JD emphasized

  • business operations
  • operational excellence
  • customer success