CS運用・ベンダー管理マネージャー/ CS Operations & Vendor Management Manager

An international consumer goods organisation is looking for a CS Operations & Vendor Management Manager. The selected candidate will oversee customer service delivery, vendor performance, operational improvements, and capability development across customer touchpoints. This is a hybrid role.

Responsibilities:

• Manage contact centre operations, service levels, quality, KPIs, priorities, and escalations
• Oversee vendor performance through KPI reviews, quality assessments, and improvement initiatives
• Drive process improvement, standardisation, outsourcing, and productivity initiatives
• Develop team capabilities through cross-training, skill management, succession planning, and coverage structures
• Build an efficient service delivery model that balances customer experience and operational performance
• Collaborate with internal teams, business partners, IT, and vendors to support transformation initiatives

Requirements:

• Bachelor’s degree or equivalent
• Experience driving quality improvements
• Prior vendor management experience
• Background in Quality Assurance (QA) management
• Knowledge of Contact Centre operations
• Prior knowledge of Workforce Management
• Proven customer service business knowledge
• Professional level Japanese and English

About the Company:

An international consumer goods organisation with widespread marketing and distribution operations, this company has achieved global success through its innovative business model. Continuing to expand its reach, this organisation is a global leader and a renowned name in its field.

Keywords:

カスタマーサービス, サポート, コミュニケーション, 接客, 求人, 外資系

Job Ref: D8S1VF