Operations Operations

Head of Operational Performance - Japan

Tokyo

Job Description

Job Title:
Head of Operational Performance - Japan
Location:
Tokyo
Schedule:
Full-Time, Permanent
Team:
Operations
Department:
Operations
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What's your new role about?

As the Head of Operational Performance, you will have the opportunity to build and lead effective incident management, customer service and payment operations teams focused on delivering operational performance excellence time and again.
 
You will monitor, measure and report on product performance, drive improvement in key metrics whilst keeping within budget and deliver against agreed service level KPI’s whilst leading your team of specialists.
 
Working with Centres of Excellence and adopting best practises, you will ensure key live events are delivered flawlessly through pre-event QA and local monitoring, as well as supervising the collection of authentic customer experience data and overseeing the safe landing of strategic projects such as the introduction of new rights or product features.
 
As a key member of the local team, you will be expected to have close relationships with senior Content, Operations, Product, Marketing, Commercial and Legal stakeholders and be pivotal in contributing to key decisions in market. Great communication is critical, and you will ensure these stakeholders are kept up to date with regular reporting on key operational data, issues and improvement plans. In short, you will be a linchpin in your region to provide an excellent customer experience.

HERE’S A BREAKDOWN OF WHAT YOU’LL DO (NOT ALL OF IT, JUST THE MOST IMPORTANT STUFF)

  • Set up and lead an effective local operational performance organisational structure, managing Customer Service, Incident Management and Payment operations departments
  •  Identify key areas for improvement of the customer experience and establish processes and procedures that deliver consistent excellence
  • Ensure these processes are embedded within local teams, are well communicated to stakeholders and executed to exceptional standards
  • Through agreed processes and management, ensure transactional analysis and optimization of the payment ecosystem (Salesforce, Zuora, Adyen, 3rd party payment methods such as Google Play Billing and Apple In-App Purchases) occurs to agreed standards
  • Ensure payment operations team manages early life of new global payment methods, orchestrating Finance reporting and QA testing
  • Facilitate joint working between Pay Ops and Customer Services to manage and resolve payment issues backlog with particular focus on critical payment issues
  • Ensure that all customer interactions are consistent with the brand values
  • Ensure action is taken to deep-dive into regional issues to help root cause resolution e.g. incidents, transactional data to support the optimization of acquisition rates and reducing customer churn
  • Build strong relationships with local stakeholders to ensure new product launches, new rights launch, customer communications, key events, and significant changes are well communicated and executed flawlessly
  • Provide weekly, monthly and annual analysis, forecasts and reporting of operational performance
  • Ensure Customer Service, Incident Management and Payment Ops best practice from central Centres of Excellence is adhered to
  • Drive regional operational KPI improvement to meet targets (eg NPS, Live Availability, Payment performance) through empowerment and performance management of the Incident Management, CS and Payment Operations teams, maintaining appropriate quality levels across the required competencies     

DO YOU HAVE THESE ESSENTIALS?

  • 8+ years’ experience in a similar environment
  • Fluent in English and Japanese
  • Proven leadership abilities, supported by demonstrated track record of management in a growth business
  • Entrepreneurial spirit - you have the drive to continue building and improving all processes
  • Exceptional communication and organization skills
  • Flexibility - you have the ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment
  • The know-how and confidence to manage 7-digit budgets
  • Passionate about sports

NOT ESSENTIAL BUT GREAT IF YOU ALSO HAVE

  • Bachelor’s degree (B.S.)
  • Project Management experience
  • Experience in a live production environment, particularly live sports
  • Experience in service-industry and/or customer support in a high-volume and extremely fast-paced environment
  • Data visualization experience

BENEFITS INCLUDE…

  • Social security included (Health care insurance, Employee pension scheme, Employment insurance, Labour personal accident insurance)
  • Annual Health Exams
  • Annual paid leave of 15 days (pro-rated depending on the start date)
  • Sick leave up to 7 days pa
  • Defined Contribution plan
  • Relo club employee benefit package -  (access to more than 50,000 services such as discounts in sports clubs, leisure facilities and physical exams)
  • Company doctor (monthly inspection of office as well as stress check)
  • Discount for every drink in office vending machines
  • Free subscription on DAZN
  • Access to free tickets for every J-league game and occasionally for other sports
  • Paid commuting allowance up to 30,000 yen a month

Here's a little more about us…

HERE’S A BIT MORE ABOUT US
In 2015, DAZN was simply an idea. Now we are a global media tech company with over 2000 permanent employees and a unique live and on-demand sport streaming service which is active in multiple territories around the world.
Our company is also home to some of the world’s most popular sports websites including Goal.com, Sporting News and Spox.com.
If you were to ask one of our employees what it’s like to work at DAZN you may hear words such as progressive, brave, dynamic, agile and fun. We have a team of intelligent, hard-working individuals who believe in our product and who want to support our common goal: to change the way the world sees sport.
Using world class technological infrastructure and the expertise of the very best talent drawn from the BBC, SKY, ESPN, FIFA, Nike, Facebook, Twitter, Spotify, Amazon and Now TV to name a few, DAZN is leading the charge to give sports fans around the world access to sport anytime, anywhere.
DAZN is available on nearly every connected device including TVs, smartphones, tablets, PCs and games consoles.
The platform is going through a period of rapid expansion with further new markets to be revealed soon.