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Updated 2025-01-14
Activated 2025-01-14
Activated 2025-01-14
Senior Counter Operations Manager
NEW
| Company Name |
株式会社Pie Systems Japan |
|---|---|
| Job Type |
Customer Service - Customer Support
|
| Industry | IT - Other |
| Location |
Asia
Japan
Tokyo
Chuo
|
| Job Description |
We are looking for a Senior Counter Operations Manager who is passionate about customer relations and interested in building an optimized operation. We need a strong leader who can train and create various mechanisms to build a team that can provide a stable and excellent service to the growing number of tax-exempt counters and roll out the mechanisms as one of the launch members of the Pai Japan office. This role will also include responsibilities such as experience in serving customers, member management experience (member recruitment, training, motivation control, retention, etc.), calculating optimal staffing levels, proper cost control, and creating and operating a store evaluation methodology. ・Creation and updating of culture and service standards for PIE VAT counter services ・Lead Counter operation team, planning and executing to maximize the counter service experience ・Support expansion of our clients, identify opportunities, drive business outcomes, and ensure customers are successful ・Guide clients as accompanied with proactive plans and actions ・Articulate and drive customer use cases, customer value, and expansion while maintaining trusted customer advisor status ・Drive Counter operation Success Outcomes - Communication, training, and management of trainers, area managers and store managers - Review and improve the counter-audit system - Creation and operation of a year-round recruitment plan for counter members ・Manage Counter Customer Success Activities - Onboarding, Training, Professional Services, Customer Support, Renewals, Cross-sell / Up-sell, Advocacy - Planning, management, and launch of new counters - Manage and supervise counters - Communicate with commercial facility managers - Review and support daily counteroperations ・Lead Best-in-class Counter Operation Team - Train store managers and area managers to ensure that each counter operates properly - Create a rapid onboarding process for new team members - Encourage continuous learning within the team ・Identify problems through counter operations and suggest improvements to the engineering team ・Inspire Customer Success Across the Company - Building the PIE brand through counter operations - Drive company-wide definition of ideal customer ・Report to Head of Counter Operations |
| Company Info |
Pie Systems is a Silicon Valley-based travel tech company that develops and operates a platform that further evolves tourism in Japan through a digital approach. We develop and operate the DX tax-free electronic tool, "PIE VAT," with the aim of providing a smarter experience in tax-free shopping, which is said to be a market size of more than $70 billion globally. We provide a tax-free sales system for affiliated stores and a tourist app for purchasers. Founded in Silicon Valley in 2018, we began providing DX tax-free electronic tools in Denmark and Norway in 2019. We entered the Japanese market in 2020, and were certified as an "approved transmission business operator" by the National Tax Agency, and officially entered the market in 2021. Pie Systems is currently a multicultural organization with about 30 members from more than 10 countries and regions. With the vision of "To be a platform that supercharges tourism," we will provide innovation to the tourism industry as a travel platform. Amid the impact of the global pandemic and the resulting changes in values, we will not be able to "succeed" unless we can expand our member stores' businesses, pursue the ideal journey of our users, and ensure that our customers receive "value." If our customers receive great value, then we will also be successful. |
| Working Hours | 9:00 - 18:00 |
| Job Requirements |
・Over 3 years of customer service experience in the hospitality and service industry (experience in people management as a manager is welcome) ・Work experience in the retail industry is welcome ・Organizational skills, experience managing an organization with several people ・Self-motivated and able to take action independently ・High communication skills and management skills to maintain motivation in a team ・Experience providing services to foreign nationals ・Experience involved in recruiting and onboarding team members ・Experience in demonstrating leadership in managing area managers and store managers and improving engagement ・Experience in understanding the importance of teamwork and leading the entire team to success ・Experience in contributing to product improvements using use cases related to customers ・Native-level Japanese and business-level English |
| English Level | Business Conversation Level (TOEIC 735-860) |
| Japanese Level | Fluent(JLPT Level 1 or N1) |
| Salary | JPY - Japanese Yen JPY 5000K - JPY 8000K |
| Other Salary Description |
Holidays and vacations: 2 days off per week, special holidays, summer holidays, winter holidays, special vacations, etc. |
| Holidays | Holidays and vacations: 2 days off per week, special holidays, summer holidays, winter holidays, special holidays, etc. |
| Job Contract Period |
Full-time Employee |
| Nearest Station | 3 minutes walk from Higashi-Ginza Station |
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